Refund policy

At PAW HAUS, each item is made to order with care and attention to detail. Because many of our products are customized, we have the following policy:

Custom & Personalized Items

All custom or personalized products (including custom pet portrait rugs, portraits, neon signs, and made-to-order items) are non-refundable unless:

  • The item arrives damaged

  • We made an error in your customization

If there is an issue, please contact us within 7 days of delivery at:
📧 ye@pawhausnyc.com

Please include your order number and clear photos of the issue

We will review and offer a replacement or solution if approved.

Non-Custom Items

For eligible non-custom items:

  • Returns must be requested within 14 days of delivery

  • Items must be unused and in original condition

  • Return shipping costs are the customer’s responsibility

Damaged Packages

If your package arrives visibly damaged, please photograph the packaging before opening and contact us immediately.

Order Cancellations

Because our items are made to order, orders can only be canceled within 12 hours of purchase.

Refund Processing

Approved refunds will be processed to the original payment method within 5–10 business days.