Cancellation & Return Policy

At Pawtra, customer satisfaction is our top priority. If you experience any issue with your order, please don't hesitate to reach out to us.

1. Cancellation Terms

If your order has not yet entered production or preparation, you may request a cancellation. Please send your cancellation request as soon as possible to pawtraofficial@gmail.com.

For personalized products, cancellations may not be accepted once production has begun.

2. Return Conditions

For standard products, you may request a return within 14 days of delivery. The item must be unused, undamaged, suitable for resale, and where possible in its original packaging.

3. Returns for Personalized Products

Returns may not be accepted for products prepared specifically at the customer's request — including those containing a name, photo, custom design, custom measurements, or similar personalization.

However, if the product is delivered damaged, defective, or different from the order details, our customer support team will review the case and provide the appropriate solution — whether that's an exchange, reprint, or refund.

4. Damaged or Incorrect Products

If your product arrives damaged, incomplete, or incorrect, please contact us as soon as possible after delivery. The following information may be required to process your request:

Order number
Photo of the product
Photo of the packaging
Description of the damage or error

5. Return Process

Once your return request is approved, you will be provided with shipping instructions. After the item is received and inspected, the appropriate refund or replacement will be initiated.