Refund policy

Refund & Return Policy (Customized for POD)

Last Updated: April 25, 2026

At Pawlinko, we specialize in hand-digitized, custom pet embroidery. Each item is a unique work of art created specifically from the photo you provide.

1. Custom Products (Non-Returnable)

  • Custom Products & Change of Mind: 

    Due to the personalised nature of our products, we do not accept returns, exchanges or refunds for change of mind, customer-selected incorrect options, or dissatisfaction arising solely from personal preference where the product otherwise matches the approved design and disclosed product limitations.

  • We do not offer refunds for "change of mind," dissatisfaction with the artistic style/simplification, or customer errors (such as selecting the wrong size, color, or uploading a low-quality photo).

This does not affect any rights or remedies available under applicable consumer law.

2. CANCELLATION WINDOW & ARTIST FEES

We understand that mistakes happen, but our artists begin manual digitization immediately to maintain our fast fulfillment times.

  • 6-Hour Grace Period: Full cancellations are accepted ONLY within 6 hours of order placement.
  • Non-Refundable Artist Fee: Any cancellation request made after 6 hours (but before physical production) will incur a non-refundable A$35 Artist Fee. This fee compensates our artists for the manual labor and software processing already performed on your custom artwork.
  • Post-Production: Once physical embroidery has commenced, no cancellations or refunds will be granted under any circumstances.


3. Design Preview, Revisions & Modification Fees

Please review the following terms for custom orders:

  • Design previews are optional.
    Select “Yes — Send Me a Free Design Preview” on the product page if you would like to review your artwork before embroidery begins.

  • 1 complimentary design adjustment is included with your preview.
    This covers reasonable refinements to the artwork based on your original uploaded photo and original order details, such as pet likeness, colouring, markings, facial details or other minor artwork adjustments.

  • Still not quite right?
    Please contact us before approval. We’ll review your concerns with you and help determine the best next step.

  • Preview orders remain on hold until approved.
    Delayed approval may affect your estimated production and delivery time.

  • Production errors on our side will always be corrected at no additional charge.
    This includes an incorrect name, wrong product option, wrong pet count, wrong embroidery placement or use of the wrong photo caused by our team.

  • Changes to the original order are not included in the complimentary design adjustment.
    Requests to replace the uploaded photo, change the product or garment specifications, change embroidery placement, add or remove pets, change names or text, or make other changes to the original order details are treated as order modifications.

  • Changes requested after the 6-hour cancellation window may incur a A$35 modification fee per request.
    Any applicable fee will be confirmed with you before we proceed.

  • Major redesign requests may require an additional design fee.
    This applies when the requested change goes beyond a reasonable adjustment to the original artwork or requires a substantially new design direction.

  • Once physical embroidery has begun, design and order changes can no longer be made.
    Any rights you may have for faulty, incorrect or non-compliant products remain subject to applicable consumer law.

4. DAMAGE OR MANUFACTURING DEFECTS

In the rare event that your item arrives damaged or there is a clear manufacturing error (e.g., incorrect garment size sent vs. ordered), please contact us at [email protected] within 24 hours of delivery.

  • Requirements: You must provide your order number and high-quality photos/videos of the damaged product and the original packaging.
  • Resolution: If the error is verified as ours, we will provide a one-time replacement at no cost. We do not issue cash refunds for defective items; we only provide replacements.

 

5. SHIPPING ISSUES & REFUSED SHIPMENTS

  • Refused Shipments: If a customer refuses a delivery, no refund will be issued. The item is custom-made and cannot be resold.
  • Lost/Stolen Packages: Pawlinko is not responsible for packages marked as "Delivered" by the carrier but not received by the customer.