Refund policy

Every PawTale Press item is printed to order with your pet's name, so we can't take returns for a change of mind. If something goes wrong on our side, we'll put it right.

Damaged, faulty, misprinted or wrong item. Email hello@pawtalepress.com within 30 days of delivery with your order number and a clear photo of the problem. We'll send a free replacement or give you a full refund, whichever you prefer. You don't need to send the item back.

Lost parcel. If your order hasn't arrived within 30 days of its estimated delivery date, email us and we'll send a replacement or refund you.

Changing or cancelling an order. You can change the pet's name, style or product, or cancel for a full refund, within 2 hours of ordering. After that your order is already being printed.

"Your pet, painted" portraits. We email you a preview before anything is printed. You can ask for one free repaint. If you're still not happy with the repaint, tell us before approving it and we'll cancel your order with a full refund. If we printed because we hadn't heard from you within 3 days, and the likeness isn't right, tell us within 30 days of delivery and we'll repaint and reprint it once at no charge.

What we can't refund. Names printed exactly as they were typed at checkout, a size or color you chose, or a parcel delivered to the address given at checkout. If an address was entered wrongly, we can send a new one for the cost of printing and delivery.

How refunds are paid. Refunds go back to your original payment method, usually within 5 to 10 business days of our approval.

Your rights. Nothing in this policy limits your rights under the consumer laws where you live. For customers in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.