Refund policy

Refund Policy

Paw Keepsake creates personalized digital pet memorial portraits based on the photo and details provided by each customer. Because each order is custom-made, our refund policy is different from a standard physical product store.

Order cancellations

You may request a cancellation within 2 hours after placing your order, as long as we have not started working on your portrait.

Once we have started creating your custom artwork, the order can no longer be cancelled.

Digital product refunds

Because this is a personalized digital product, we do not offer refunds after the final digital file has been delivered.

We also cannot offer refunds if:

- The customer provided an unclear, low-quality, or incorrect pet photo.
- The customer provided incorrect spelling, dates, or personalization details.
- The customer changed their mind after the artwork was started or delivered.
- The digital file was successfully delivered to the email address provided with the order.

Revisions

Each order includes one minor text revision. This may include correcting a pet name, date, short message, or small layout detail.

Major artwork changes, new photos, new styles, or full redesigns are not included as a free revision.

Problems with your order

If there is an issue with your order, please contact us at support@mypawkeepsake.com within 7 days of receiving your file. Please include your order number and a clear description of the issue.

If we made an error, we will correct it at no extra cost.

File delivery

Digital files are usually delivered within 24-48 hours after we receive your pet photo and personalization details.

No physical item will be shipped.