Refund policy
Returns
We have a 30-day return policy for non-customized products, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, unworn, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at support@lovapaws.com.
Returns must be approved before being sent back. Items returned without prior authorization will not be accepted.
If your return is approved, we will provide you with return instructions.
Please note that customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Custom & Personalized Products (Important)
Because each product is uniquely made according to your specifications, we are unable to accept returns for change of mind or preference.
However, if your custom item arrives damaged, defective, or significantly different from what was ordered, you may request a replacement or full refund within 30 days of delivery.
Free Design Preview
Every order that includes a custom portrait or photo-based design comes with a free digital preview. We will email your preview within 1–2 business days of your order — production only begins after you approve the design, and you can request up to 3 free revisions.
Orders with text-only personalization (such as an engraved name or dates) are made exactly as entered at checkout and do not include a preview — please double-check spelling and dates before placing your order.
Our Free Redo Promise
If your finished item does not match the preview you approved, or the print or engraving quality is not right, contact us at support@lovapaws.com within 30 days of delivery with clear photos — we will remake it once, free of charge.
Please note: the redo promise covers a free remake only and does not include refunds for approved designs. Items that arrive damaged, defective, or incorrect remain eligible for a replacement or full refund as described above.
Damages & Issues
Please inspect your order upon delivery and contact us within 48 hours of receipt if:
- The item is defective or damaged, or
- You received the wrong item.
Please include clear photos and your order number so we can evaluate the issue and make it right.
Non-Returnable Items
The following items cannot be returned or refunded:
- Custom or personalized products
- Sale items
- Gift cards
- Perishable goods (such as food, flowers, or plants)
- Hazardous materials, flammable liquids, or gases
- Personal care items
If you are unsure whether your item is eligible, please contact us before placing your order.
Exchanges
We do not offer direct exchanges.
For non-customized items, the fastest way to receive a different item is to return the original item (if eligible) and place a new order once your return is approved.
Custom or personalized items are not eligible for exchange.
European Union – 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return non-customized items within 14 days of delivery, without providing a reason.
This right does not apply to custom or personalized products, in accordance with EU consumer protection regulations.
Returned items must be unused, unworn, in original condition and packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your approved return, we will notify you of the refund status.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note that processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your refund was approved, please contact us at support@lovapaws.com.