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Return & Exchange Policy

100% Replacement Guarantee

If the product arrives with any damage, defect, or mis-print, we will reprint and resend it free of charge. Please contact us at cs@thepawface.com within 14 days of receipt with your order number, and include a picture of your item explaining the issue, our customer support will be able to assist you, to reprint you item and ship it to you.

Replacement guarantee does not apply to the following cases and we are not liable for these issues:

- Products are damaged by misuse, mishandling, or poor maintenance.

- Personal preferences such as change of mind and taste, etc. 

Cancellation of Order / Return / Refund 

Due to the customized nature of our products, In the case of damaged or defective product, we will offer replacement according to the aforementioned terms & conditions.

If you would like to cancel your order, please send us an email at cs@thepawface.com with you order number and state the reason of cancellation, and we will try to retrieve it back. Please note that if cancellation request is raised after two hours of your purchase, we will charge $8 USD art fee per pet base. This is because the pet photo you upload will be sent directly to the artists when you place the order and they may have already started working on the artwork.

After your order, you can expect to see your artwork by email in 1-3 business days. Once you have approved the artwork, we will send it to production. Any order that has been sent to print cannot be cancelled under any circumstances. 

Please note due to the customized nature of our products, we cannot offer refunds. However, we'll work with you to make things right, even if that means sending you a brand new product.