Return & Refund Policy

Last updated: November 2, 2026

At Pawture, we prepare personalized pet collars and matching accessories with care. Please review your order details carefully before purchasing.

1. Customer Responsibility (Wrong Engraving, Color, or Size)

If the issue comes from information or choices you submitted—such as incorrect engraving text, spelling, phone number, or a color or size you selected in error—we are not responsible for returns or exchanges once customization has begun.

In these cases we do not offer a refund or a free replacement. As a courtesy, we may offer a 10% discount on a repurchase so you can place a corrected order. Contact us if you need that option.

We engrave the information supplied with your order. Please check your pet's name, phone number, spelling, color, and size before checkout. If you discover an error right after ordering, email us immediately; changes may still be possible only if production has not started, and cannot be guaranteed afterward.

Please review the size guide before ordering. Screen settings can affect colors; fabric pattern placement may vary due to cutting. These normal variations are not defects.

2. Our Responsibility (Defect, Damage, or Our Error)

If the problem is on our side—for example the item arrives defective, damaged, incorrectly made or engraved by us, or we sent the wrong item / wrong options—please contact pawturepet@outlook.com as soon as possible. Where feasible, contact us within 7 days of delivery so we can investigate promptly. This is a requested reporting period, not a limit on statutory rights.

Please include your order number, a brief explanation, and clear photographs where possible.

For issues that are our responsibility, we will provide either a full refund or a free replacement—you choose one. We will cover reasonable costs associated with the approved remedy.

3. How Returns Work When Approved

Please contact us before sending anything back. If a return is approved or legally required, we will provide the applicable instructions and return address. Do not use the dispatch address on the package unless instructed.

4. Refunds

When a full refund is chosen or required, it is made to the original payment method. Bank posting times vary. Legally required refunds will be issued within applicable time limits.

Nothing in this policy limits rights you may have under applicable law in relation to defective, damaged, incorrect, or otherwise nonconforming goods.

Contact: 寵物未來有限公司 (trading as Pawture) · pawturepet@outlook.com

Order Cancellation Policy

Many Pawture items are custom-made and personalized for your pet.

Before Production

For cancellation or correction requests, email pawturepet@outlook.com immediately and include your order number. We will check whether production has started. If the cancellation is accepted before production begins, we will refund the original payment method.

After Production Begins

Once a personalized order enters production, change-of-mind cancellations or modifications are generally not possible because the item is being made specifically for you. Customer-responsibility errors after production starts follow Section 1 above (no return/exchange; optional 10% repurchase discount). Issues that are our responsibility follow Section 2 (full refund or free replacement).

These rules do not remove cancellation or refund rights required by applicable law, including rights that may apply to delayed or unfulfilled orders.

Contact: 寵物未來有限公司 (trading as Pawture) · pawturepet@outlook.com