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.
Return Shipping Costs
Our mistake — your return is free.
If your item arrives damaged, defective, or is not the item you ordered, we cover the cost of the return. In most cases we can resolve the issue from your photos alone and will not ask you to send the item back at all. If a return is needed, we reimburse your return postage in full — send us the shipping receipt and we will refund it together with your order refund. You will never be left out of pocket for a problem we caused.
Change of mind — return shipping is paid by you.
If you are returning an eligible non-customized item for any other reason (no longer needed, ordered by mistake, or simply changed your mind), you are responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend using a tracked service, as we cannot issue a refund for a return that does not reach us.
European Union orders.
If you exercise the 14-day cooling-off right for a non-customized item, you are responsible for the direct cost of returning the item — unless the item is faulty, damaged, or not as described, in which case we cover it.
Return Address
All returns must be authorized by us before they are sent back. Once your return is approved, please ship the item to:
LovaPaws Returns
Unit I-1, 4/F, Golden Dragon Industrial Centre Phase 2
162-170 Tai Lin Pai Road, Kwai Chung
Kwai Tsing District, Hong Kong SAR
Please write your order number on the outside of the package and include a copy of your order confirmation inside.
Items sent back without prior return authorization, or sent to any address other than the one above, cannot be processed or refunded. If your item arrived damaged, defective, or incorrect, please contact us before shipping anything back — in most cases we can resolve it from photos and will not require the item to be returned at all.
Fees
No restocking fee. We never charge a restocking fee or a handling fee on any return. Once your approved return has been received and inspected, you receive a refund of the full price you paid for the item.
Original shipping charges are refunded only when the return is due to our error — that is, when the item arrived damaged, defective, or incorrect.
Because our prices include duties and import taxes, a full refund returns the entire duty-inclusive amount you paid — no import costs are deducted.
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.
If your item arrives damaged, defective, or incorrect, you may request a replacement or a full refund — please contact us within 14 days of delivery. See "Damages & Issues" below.
If your finished item does not match the design preview you approved, or the print or engraving quality is not right, it is covered by our Free Redo Promise for 30 days after delivery. See "Our Free Redo Promise" below.
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. You do not pay anything toward the remake, including shipping.
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 14 days of receipt if:
- The item is defective or damaged, or
- You received the wrong item.
Please include clear photos of both the item and the outer packaging, along with your order number, so we can evaluate the issue and make it right. Return shipping in these cases is free — see "Return Shipping Costs" above.
Non-Returnable Items
The following items cannot be returned or refunded:
- Custom or personalized products (change of mind or preference)
- Gift cards
- Perishable goods (such as food, flowers, or plants)
- Hazardous materials, flammable liquids, or gases
- Personal care items
Discounted and sale items are covered by the same 30-day return policy as full-price items.
This does not affect items that arrive damaged, defective, or incorrect — those remain eligible for replacement or refund as described in "Damages & Issues" above.
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. You are responsible for the direct cost of returning the item, as set out in "Return Shipping Costs" above.
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, with no restocking fee or handling fee deducted.
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.