Refund policy

Returns & Exchanges

Cancellation Policy

If you need to cancel your order, please contact us within 12 hours after placing the order.

Once your order has been processed, customized, or shipped, we may no longer be able to cancel it. If the order has already been shipped, you may still request a return after receiving the package, subject to the policy below.

Return & Exchange Precautions

To make the return or exchange process smoother, please make sure the item is returned in its original condition, unused, unworn, and with all original packaging and accessories included.

For personalized products, please contact us within 12 hours if you need to cancel, modify, or replace any personalized content. Within this timeframe, we can help update the personalized details at no additional charge.

After 12 hours, if the customized production has already started, a production fee equal to 20% of the product price may be charged. This fee helps cover the cost of customized production and preparation.

Please note that coupon codes or discounts used on the original order cannot be restored or reused once a return has been processed.

Pawever reserves the right to update this policy at any time. Any updates will be reflected on this page.

30-Day Returns, Exchanges, and Refunds Policy — Personal Reasons

We offer a 30-day return or exchange policy for eligible orders when the request is due to personal reasons.

For returns or exchanges caused by personal reasons, return shipping costs and replacement-related fees are the responsibility of the buyer.

Personal reasons may include, but are not limited to:

  1. The customer selected the wrong color, size, material, or option.
  2. The customer requests a partial return or exchange for products that were purchased as part of a set.
  3. The issue is not related to product quality for a personalized product.
  4. The customer changes their mind or no longer prefers the product.

Important Notice Regarding Hologram Projection Box & Activation Code

Some Pawever products include a hologram projection box and require an activation code to generate a personalized pet hologram.

Once the activation code has been used, the hologram content becomes a customized digital service that has already been generated for the customer.

For this reason, products with a used or activated code are non-refundable and non-returnable, regardless of the reason.

Please confirm your purchase carefully before using or activating the code.

Conditions for Returning Custom Item(s)

Because customized products require a longer production process and are made specifically for each customer, finished customized items may be sent to the customer for confirmation before delivery.

Once the customer confirms the customized item, the order is considered final.

Customized products include, but are not limited to:

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

Customized products 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, non-custom merchandise must meet the following conditions:

  • The item must be in its original condition.
  • The item must be unused, unworn, and unwashed.
  • The item must be free from fragrance, makeup, stains, or damage.
  • All original tags, packaging, accessories, and parts must be included.

Please keep the original packaging and ensure that all product-related parts are returned together.

30-Day Full Coverage Return/Exchange Policy — Merchant Reasons

We take pride in the quality of our products, including custom products. If the issue is caused by Pawever or by product quality, we offer a 30-day full coverage return or exchange policy.

This policy may apply in the following situations:

  1. The picture, custom rendering, or lettering is blurred or incorrectly produced.
  2. The customer receives a damaged item.
  3. The customer receives a defective or incorrect item.
  4. The customization information does not match the details provided by the customer, or there is an error in the customization.

Please contact us within 30 days after receiving your order and email us at service@pawever.ai with a clear photo or video showing the issue.

The item should be kept in its original condition, unused, unworn, and unwashed.

After reviewing the issue, we may file a claim with the carrier, check with our warehouse, or arrange a brand-new replacement at no additional cost.

For eligible merchant-caused issues, Pawever will cover the return shipping costs and replacement fees.

Return & Exchange Service Procedure

To start a return or exchange, please contact our customer service team by email at service@pawever.ai and request the return details.

Please include the following information in your email:

  • Your order number
  • The product name
  • A clear photo or video of the damage or issue, if applicable

Please do not send the product back before receiving confirmation from our customer service team.

After our customer service team confirms your return or exchange request, please send the product back with the order number and product name included.

A tracking number for the returned parcel is required.

We will process the refund or exchange after receiving and inspecting the returned parcel.

Full Refund Conditions

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

Please note the following:

  • Return shipping costs are the responsibility of the buyer, unless the issue is caused by Pawever.
  • A 5% return handling fee will be deducted from the total order amount for eligible personal-reason returns.

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.

You can email us anytime at service@pawever.ai