Refund policy

Hollow Paw Refund & Return Policy

 

At Hollow Paw, we specialize in handcrafted, custom-made pet memorials. Because each item is uniquely created based on your pet's photo, our refund policy differs from standard retail items. Please read the following carefully.

 

1. The "Review Your Preview" Guarantee

We offer a Review Your Preview service for every order. Within 3-5 business days of your order, our artists will provide a draft/sketch for your approval.

·   Before Approval: If you are not satisfied with the draft, we offer free revisions. If you decide to cancel the order before you approve the draft and before we begin the firing process, we provide a 100% full refund.

·   After Approval: Once you have approved the draft and the ceramic firing process has begun, the order is considered final and cannot be cancelled or fully refunded due to the labor and materials already invested.

 

2. Custom Product Returns

Because our products are personalized and cannot be resold, we do not accept returns or exchanges for reasons such as "change of mind."

 

3. Damaged or Incorrect Items

Your satisfaction is our priority. If your order arrives in any of the following conditions, we will provide a free replacement (remake) or a partial/full refund depending on the situation:

·   Broken in Transit: If the ceramic arrives damaged due to shipping, please contact us at support@hollowpaw.com within 48 hours of delivery with photos of the damaged item and packaging.

·   Significant Deviation: If the final product significantly differs from the approved draft (e.g., wrong size or a clear manufacturing defect).

 

4. How to Initiate a Claim

Please contact our support team at support@hollowpaw.com with your order number and clear photographic evidence of the issue. We aim to respond within 24-48 hours.

 

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We are committed to honoring your pet's memory with the respect and quality it deserves.