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)

  • ALL SALES ARE FINAL: Due to the personalized nature of our products, we DO NOT accept returns, offer exchanges, or provide refunds for any reason other than a clear manufacturing defect or shipping damage.
  • 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).

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 $25.00 USD 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

To keep our custom production process efficient, please review the following rules before placing your order:

  • Digital previews are not sent by default.
    If you would like to review the embroidery design before production, please request it in the Order Notes field before placing your order. Preview requests may add extra processing time.
  • Preview approval window:
    Once a preview email is sent, you must reply within 48 hours. If we do not receive a response within 48 hours after the preview email is sent, the design will be considered approved and production will begin automatically.
  • Free revisions are limited to clear production errors on our side.
    This includes an incorrect name, wrong product option, wrong pet count, wrong embroidery placement, or use of the wrong photo.
  • Preference-based changes are not covered as free revisions.
    Requests related to style, color, expression, thread shade, pet likeness, or other personal preferences are not included as free revisions. If accepted, these changes will require an additional fee and extra processing time.
  • Changes after the 6-hour cancellation window require a modification fee.
    Changes to uploaded photos, product options, garment specifications, embroidery placement, pet count, names, or other order details after the 6-hour window will incur a $25.00 USD modification fee per request.
  • Once physical embroidery has begun, changes, cancellations, and refunds are no longer available.
    Exceptions apply only to verified production errors on our side.

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.