Returns Policy
All items are non-returnable/ non-refundable due to all orders being personalized. Once an order is placed we are unable to make any changes to your order.
If there are any questions or mistakes in your order you can contact us directly through email Info@KatchPaw.com
Please keep in mind::
1.Once you submit an order we cannot cancel it as our draft artwork get to work immediately after an order is made. If you are to need a refund and your order has not been produced yet, we can offer you a partial refund where $20 will be deducted from the full refund as work has already been put in. (If you have placed an order recently and have changed your mind, you want to cancel your order within 24 hours). If 24 hours have passed, the cancellation will be granted at our discretion. The reason for this is that our artists often begin work as soon as you have placed your order.
2. Please be aware that when we create your artwork, we use the photo you uploaded with your order. If you do not follow our Photo Guide, we cannot offer any solution. It's your responsibility to submit a high quality photo that adheres to our submission guidelines. Low quality photos will result in low quality artwork. We do allow for notes to be added to orders in case you have anything to let us know about. However, we can't guarantee that special requests will be adhered to - for example we cannot edit a photo to close or open a mouth, add a smile etc. We can however, remove red eye, edit eye color and other requests. Please note that all examples on site were made from high quality, high resolution photos. Blurry, low quality photos will not allow our design team to produce the high quality finish you see on site.
3. Since all products are handmade, it can’t by accuracy, such as the mug capacity and the details of pet. Whatever style, font, and image you upload will be procuded on your item. If the incorrect style, font, or image is selected and sent out to you, KatchPaw is not responsible for replacing or refunding these items.
4. At KatchPaw, we are committed to the quality and durability of our products. Due to the features of ceramic products, please take a video for unboxing to prove that you receive defective or damaged items. Please be advised that we accept claims for that we sent defective or damaged items only within 30 days from the date of receipt, in line with our Returns Policy.We take great pride in the quality of our items, and we expect them to last longer when properly cared for. Should you experience any issues within the 30-day window, please reach out to us. As a one-time courtesy, we can offer a reshipment for eligible claims. Our team will complete the replacement for you within 5 working days based on the information provided. After this 30 days period, KatchPaw is not responsible for replacing any damaged or misprinted items.*Please note that we do not support any demand for replacement other than the above. All products are custom made, we can not resell them to others, we also spend time on the service, and services are not refundable.
5. All shipping fees are at the customers expense. This includes shipping fees for a exchange and import/ customs fee's for international shipments. We are not liable for any extra charges by the post office, Shipping fees are non-refundable.
6. For all orders that are purchased with a discount code, we are not able to do any returns/ replacements.
7. Please contact your local post office to confirm the actual return shipping fee. We recommend you use the cheapest registered airmail method that is available.
8. For all packages that are lost/ stolen after being shipped, you can contact your local post office and provide them with your tracking number. They will be able to let you know the next steps to file a claim. We are not at fault if something is to happen to a package after shipping as it is something that is out of our hands. We are not able to provide reimbursements for lost/ stolen packages.
Please contact us on our email Info@KatchPaw.com. We will help you to the very best of our abilities. ❤️
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