Returns & Refunds Policy
Last Updated: November 5, 2025
Welcome to PawsMon's Returns & Refunds Policy!
At PawsMon, due to the unique nature of our custom-made, handcrafted products, we offer a limited refund service. Each item is specially created just for you, which means our return policy differs from standard retail policies. We appreciate your understanding and have outlined three clear refund scenarios below.
Understanding Our Refund Policy
Because every PawsMon product is 100% uniquely modeled and custom-made, we have established a time-based refund policy that reflects the production stages of your order. The sooner you request a refund, the more flexible we can be.
Why Time Matters: Once your order is placed, our team immediately begins preparing materials and scheduling production. The further along we are in the process, the more resources have been committed to creating your unique piece.
Refund Scenarios
Within 3 Hours of Order Placement
If you request a refund within 3 hours of placing your order, you are eligible for a full refund with no cancellation fee.
What You Need to Do:
- Contact us as soon as possible via our contact channels
- Provide your order number
- Include your contact information
- Share your reason for the refund (optional but appreciated)
While we don't require a reason for refunds within this timeframe, we genuinely appreciate your feedback. Your insights help the PawsMon team improve our products and services.
How to Request:
- Fill out our refund request form (link below)
- Email us at [email protected]
- Contact us via live chat (red button at bottom right)
✓ 100% Full Refund
After 3 Hours but Within 24 Hours
If you request a refund after 3 hours but within 24 hours of placing your order, you can still receive a refund, but a 10% cancellation fee will apply.
Why the Fee?
At this stage, your order has typically been processed and added to our production schedule. Our team has already begun allocating resources and preparing materials for your custom piece. The 10% fee helps cover these initial preparation costs.
What You Need to Do:
- Contact us as soon as possible
- Provide your order number
- Include your contact information
- Explain your reason for cancellation
Refund Calculation Example:
- Original Order Amount: $100
- Cancellation Fee (10%): $10
- Refund Amount: $90
⚠ 90% Refund (10% deducted)
After 24 Hours of Order Placement
We sincerely apologize, but if more than 24 hours have passed since your order was placed, we are unable to process refunds.
Why No Refunds After 24 Hours?
After 24 hours, your custom order is typically already in production or materials have been prepared specifically for your piece. At this stage:
- Production materials have been purchased and allocated
- Your item may already be in the manufacturing process
- Custom designs have been finalized and sent to production
- Resources cannot be reallocated to other orders
We Understand Your Situation: We recognize that circumstances change, and we truly empathize with your position. While we cannot offer refunds after 24 hours, please trust that PawsMon is committed to providing the best possible shopping experience.
If you have concerns about your order, please still reach out to us. While we cannot process a refund, we may be able to offer alternative solutions or address specific concerns about your order.
✗ No Refund Possible
Refund Timeline Summary
| Time Period | Refund Availability | Cancellation Fee | Refund Amount |
|---|---|---|---|
| 0 - 3 Hours | ✓ Full Refund | $0 (No Fee) | 100% of order amount |
| 3 - 24 Hours | ⚠ Partial Refund | 10% of order amount | 90% of order amount |
| After 24 Hours | ✗ Not Available | N/A | No refund possible |
How to Request a Refund
Step 1: Contact Us Immediately
Time is critical! The sooner you contact us, the better your refund options.
Step 2: Provide Required Information
- Order Number: Found in your order confirmation email
- Contact Information: Email address and/or phone number
- Reason for Refund: Helps us improve (optional for 0-3 hour refunds, required for 3-24 hour refunds)
Step 3: Choose Your Contact Method
Contact Options:
- Email: [email protected]
- Live Chat: Click the red button at the bottom right corner of our website
- Refund Request Form: Fill out our online form for fastest processing
Step 4: Await Confirmation
Our team will review your request and respond within:
- 0-3 Hour Refunds: Typically processed within 2-4 hours
- 3-24 Hour Refunds: Typically processed within 4-8 hours
- You will receive an email confirmation once your refund is approved
Refund Processing Time
Refund Review Timeline
Your refund request will be reviewed and processed:
- Fastest Processing: 3 hours
- Maximum Processing: 24 hours
Once your refund is approved, the amount will be returned to your original payment method.
Complete Refund Timeline
Here's what to expect from request to receiving your refund:
- Review & Approval: 3-24 hours (from time of request)
- Refund Initiation: 1-2 business days (after approval)
- Payment Processing: 3-10 business days (varies by payment method and bank)
- Total Time: Approximately 5-15 business days from request to receiving funds
Refund Methods
Refunds are typically issued to the original payment method used for the purchase:
- Credit/Debit Cards: Refunded to the card used for payment (appears as a credit on your statement)
- PayPal: Refunded directly to your PayPal account balance
- Apple Pay: Refunded to the card linked to your Apple Pay
- Google Pay: Refunded to the card linked to your Google Pay
- Other Payment Methods: Refunded according to the provider's policy
Note: The exact time it takes for the refund to appear in your account depends on your bank or payment provider's processing times.
Exceptions & Special Cases
Defective or Damaged Products
Our refund policy for defective or damaged items is separate from our standard cancellation policy:
- If you receive a defective or damaged product, contact us within 7 days of delivery
- Provide photos of the damage or defect
- We will offer a full refund or replacement at no additional cost
- This policy applies regardless of when the order was placed
Incorrect Items Received
If you receive an item that doesn't match your order:
- Contact us within 7 days of delivery
- Provide your order number and photos of the item received
- We will send the correct item or issue a full refund
- Return shipping will be covered by PawsMon
Lost or Undelivered Packages
If your package is lost in transit or doesn't arrive:
- Contact us if your order hasn't arrived within our 31-Day Delay Guarantee period
- We will investigate with the shipping carrier
- We will reship your order or issue a full refund
Important Notes
Please Read Carefully:
- Custom Products: All items are custom-made and cannot be resold, which is why our refund policy is time-sensitive
- Order Accuracy: Please review your order carefully before completing your purchase
- Production Timeline: Remember that production begins quickly after order placement
- Communication: We're always here to help - don't hesitate to reach out with questions before ordering
Our Commitment to You
At PawsMon, we are dedicated to your satisfaction.
While our refund policy may seem strict, it reflects the reality of creating custom, handcrafted products made specifically for you. We invest time, materials, and craftsmanship into every single piece.
That said, we understand that circumstances change. Even if you're outside our refund window, please contact us. We may not be able to offer a refund, but we'll do our best to address your concerns and find a solution.
We are committed to providing the best possible shopping experience and creating products you'll treasure.
Frequently Asked Questions
Q: Can I modify my order instead of cancelling it?
A: Yes! If you want to change your order rather than cancel it, contact us as soon as possible. Modifications may be possible if your order hasn't entered production yet (typically within 24 hours).
Q: What if I'm just outside the 3-hour window?
A: If you're slightly past the 3-hour mark, you'll fall into the 3-24 hour category with a 10% cancellation fee. We calculate the time from when your order was placed, not when payment was processed.
Q: Can I exchange my item instead of getting a refund?
A: Because all our products are custom-made, exchanges work similarly to new orders. If you want a different item, you would need to cancel your current order (subject to our refund policy) and place a new order.
Q: What happens if my order is delayed beyond the estimated delivery time?
A: Our 31-Day Delay Guarantee covers this situation. If your order doesn't arrive within 31 days, we'll reship or refund your order regardless of our standard refund policy timeframes.
Q: How do I know when the 3-hour or 24-hour period starts?
A: The time period begins from the moment your order is confirmed and payment is processed. You'll receive an order confirmation email with the exact timestamp.
Q: Will I be notified when my refund is processed?
A: Yes! You'll receive an email confirmation when your refund is approved and another notification when it's been processed to your payment method.
Contact Us About Refunds
If you need to request a refund or have questions about our refund policy, please contact us immediately:
PawsMon Customer Service
Email: [email protected]
Response Time: We typically respond to refund requests within 2-4 hours during business hours.
Thank you for choosing PawsMon!
We appreciate your understanding of our refund policy. Every piece we create is made with love and care, exclusively for you. We're committed to ensuring your complete satisfaction with both our products and our service.