Refund policy

Returns and Refunds

PAWLIT creates personalised portraits and made-to-order products. Please check your product selection, size or device model, photo and design instructions before placing your order.

Change of mind

We do not offer returns, exchanges or refunds when you change your mind, no longer want an item, or select the wrong size or device model. This change-of-mind policy does not limit your rights under the Australian Consumer Law.

Custom digital pet portraits

Work on your portrait begins after purchase. We will send you a proof to review, and you may request revisions to the artwork before approving the final file. Because each portrait is individually created and artist time is committed, we do not provide a refund for change of mind or dissatisfaction alone once work has begun. This does not affect any remedy you may be entitled to under the Australian Consumer Law if our service fails to meet a consumer guarantee.

Personalised physical products

Physical products are made using the photo and instructions you provide and the design proof you approve before production. We do not accept change-of-mind returns or refunds for personalised products once production has begun or the approved design has been sent to production. Please note that the price of a physical product does not include the separate Custom Digital Pet Portrait fee.

Faulty, damaged or incorrect items

If an item is faulty, damaged on arrival, materially different from its description or approved design, or otherwise does not meet a consumer guarantee, contact us through our Contact Us page with your order number and details of the issue. Please include clear photos for a physical product issue. We will assess the issue and provide the remedy required by law, which may include a repair, replacement, refund or cancellation depending on the circumstances.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable law. Consumer guarantees apply to eligible goods and services, including personalised products and artwork.

How refunds are processed

Where a refund is approved or required by law, it will be returned to the original payment method. Your bank or payment provider may take additional time to show the funds. Please contact us before sending any item back so we can provide return instructions.