Returns & Exchanges

Cancellation Policy

If you need to cancel your order, please notify us within 12 hours. Once your order has been processed and/or shipped, we regret to inform you that we cannot cancel it. However, you can still return it once it arrives.

Precautions For Return & Exchange

To ensure a smooth return process, please keep this following precautions:

The items being returned must be in their original condition, unworn, and unused. In the case of personalized products, please notify us within 12 hours if you need to cancel, modify, or replace the personalized content. We provide a complimentary replacement of personalized content within this timeframe.

However, after 12 hours, a production fee of 20% of the product price will be charged. This fee covers the immediate production of customized products to ensure timely delivery.

Unfortunately, coupon codes used for the original purchase cannot be reinstated once the return has been processed. We reserve the right to update this policy at any time. Any changes will be communicated through updates on this page.

30-Day Returns, Exchanges, Refunds Policy (For Personal Reasons)

We offer a 30-day Return/Exchange Policy for the following reasons
(Return postage fees and replacement fees are the responsibility of the buyer):

Incorrect color, size, or material chosen by the customer.
Partial returns or exchanges of products that are part of a set item.
Non-quality issues for personalized products.
Personal reasons such as a change of mind or personal taste.

Important Notice Regarding Hologram Projection Box & Activation Code

Our products include Hologram Projection Boxes, which require the use of an activation code to generate a personalized pet hologram.
Once the activation code has been used, the hologram content is generated as a customized digital service and cannot be revoked.

👉 Therefore, products with a used or activated code are non-refundable and non-returnable, regardless of the reason. Please ensure that you confirm your purchase intention carefully before activating the code.

Conditions for Returning Custom Item(s)

Due to the long production cycle and personalized nature of customized products, finished customized items will be sent to the customer for delivery confirmation. Once confirmed, the order is considered final.

Pawever stipulates that all customized products, including but not limited to:

Custom name carving
Photo printing
Hologram content generated after activation code usage

do not support returns or exchanges for personal reasons.

Thank you for your understanding and support.

Conditions for Returning Non-custom Item(s)

To be eligible for a return, merchandise must be:

In its original condition
Unworn and unwashed
Free from fragrance, makeup, or damage
With all tags intact

Please keep the original packaging and ensure all parts related to the product are included.

30-Day Full Coverage Return/Exchange Policy (For Merchant reason)

We take pride in the quality of all our products (including custom products) and offer a 30-day Full Coverage Return/Exchange Policy for the following reasons:

1. The picture/custom product rendering or lettering is blurred.

2. You receive any damaged items.

3. You receive any defective or incorrect items.

4. The information provided for product customization does not match or there is any error in customization.

Please contact us within 30 days of receiving your order and email us at service@pawever.shop with a clear picture or video of the damage.

The item must be in its original condition, unworn, and unwashed. We will file a claim with the carrier or check with the warehouse and provide you with a brand new replacement at no additional cost. We will be responsible for all products of return postage fees and replacement fees.

Return & Exchange Service Procedure

After you receive confirmation from our customer service, please send the product along with the order number and product name. A tracking number of the returning parcel is required. We will deal with the product exchange or refund after we receive your returning parcel.

To initiate a return, please contact our customer service via email at service@pawever.shop to request return details.

Please include the order number, product name, and a clear picture or video of the damage (if applicable) in your email. After you receive confirmation from our customer service, please send the product back along with the order number and product name. A tracking number for the returning parcel is required.

Full Refund Conditions

If you request a full refund, the item must be returned.

Please note that:

Return shipping costs are the responsibility of the buyer
An $8 USD restocking fee will be deducted from the refund amount

Once we receive and inspect your returned parcel, we will process the refund or exchange accordingly.

We’re Here, One Step at a Time

We’ll get back to you within 24 hours. Or email us anytime at service@pawever.shop