Refund policy
Returns & Refunds
Everything at VELVET & PAW is made to order.
Because of that, we don’t offer returns or exchanges for change of mind, wrong size, or personal preference.
We know that’s not always ideal — but it allows us to keep everything intentional, produced just for you, and avoid unnecessary waste.
Damages or Issues
If something isn’t right, we’ll make it right.
Please check your order when it arrives and reach out within 7 days if:
- the item is damaged
- the print is incorrect
- you received the wrong product
Send us a short message with a photo at:
velvetnpaw.co@gmail.com
We’ll take care of it — either with a replacement or a refund.
Personalized Items
Items that are made specifically for you (e.g. with your dog’s name)
cannot be returned or exchanged unless they arrive damaged or incorrect.
Please double-check spelling and details before placing your order.
Exchanges
We don’t offer direct exchanges.
If something is wrong with your item, we’ll replace it.
If you ordered the wrong size or product, a new order would need to be placed.
EU 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel your order within 14 days of delivery.
However, this does not apply to:
- made-to-order products
- personalized items
as these are produced specifically for you.
Refunds
If your case is approved, your refund will be processed to your original payment method within 14 business days.
Please note that it may take additional time for your bank or payment provider to complete the transaction.
If you haven’t received your refund after 16 business days, feel free to contact us.
Questions
If anything feels unclear or something didn’t go as expected,
just reach out.
We read everything.