Return & Refund Policy

Frequently Asked Questions related to your orders.

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     A. Received Items

  1. My product arrives defective or isn’t what I ordered. 
    2.  If the item you ordered has a major problem, we may choose to replace the item or issue a full refund within a reasonable time. This is when the item is:
      1. Not what you ordered.
      2. More than 50%  different from the description or sample in the advertisement image;
      3. Damaged due to the fault of our factory or the carrier.
      If the item is less than 50% different from the advertisement image, an investigation will be opened to reach a solution in your favor.

        • The order arrived with one or more items missing.
          •

          If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos (i.e. shipping label & packing slip) are required for quality control purposes.

           

        • What are the conditions for filing a complaint? 
          •

          We handle all complaints from the customers within 30 days of receiving the order. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.

          In case your order arrives defective or different from what you ordered, please do not remove any tag; keep the shipping label and the packing slip.

          Please contact our Customer Support (support@pawartists.com) to start the complaint process. Please include the following information:

          1. Order number;
          2. Specific reasons for complaint;
          3. Video or photo of the defective product (if applicable).

           

        • I have another problem regarding a received item.
          •

          If you cannot find the answer to your question here, we recommend you to contact customer service via support@pawartists.com

          Monday - Friday: 9am to 6pm (normally respond within 24-48 hours excluding National Public Holidays)

          B. Return & Refund Method

        • How do I return my product?
          •

          All of the complaints will be handled without asking for a return.

           

        • When and how will I get my refund?
          •

          Once the compromise agreement is reached, we will issue a refund to your original payment method. Please allow 3 -5 business days for the refund to be processed.