Refund policy

We want you to feel confident shopping with Pixiwoo. This policy explains returns, refunds, damaged or incorrect items, and personalized orders.

Quick Overview

  • Non-custom items: Eligible for return within 30 days of delivery

  • Custom or personalized items: Final sale, except where damaged, defective, or incorrect due to an issue on our side

  • Return shipping for change-of-mind returns: Paid by the customer

  • Damaged, defective, or incorrect items: Contact us within 7 days of delivery

  • Restocking fee: None

Returns for Non-Custom Items

We accept return requests for eligible non-custom items within 30 days of delivery.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it

  • Returned in its original packaging

  • Accompanied by your order number or proof of purchase

Please contact us before sending an item back.

Items returned without prior approval may not be accepted.

For returns due to a change of mind, customers are responsible for arranging and paying for return shipping.

Original shipping costs are non-refundable unless the return is due to a damaged, defective, or incorrect item caused by an issue on our side.

We do not charge a restocking fee.

Custom & Personalized Items

Custom or personalized products are made specifically for you and are final sale.

They cannot be returned, exchanged, or refunded because of a change of mind after production has begun.

This includes, but is not limited to:

  • Personalized pet memorial products

  • Products with custom names, dates, years, or messages

  • Products made using an uploaded photo

  • Products made using a selected pet style, breed style, or other custom option

  • Any item created using the personalization details submitted with your order

Custom or personalized items are only eligible for a replacement or refund if they arrive damaged, defective, or incorrect due to an issue on our side.

Custom Product Preview & Approval

Some personalized products include an artwork or design preview before production.

If a preview is included, we will send it to the email address used at checkout. Please review the design carefully before approving it, including:

  • Pet name

  • Dates or years

  • Custom message

  • Uploaded photo or selected pet style

  • Product size

  • Any other personalization details submitted with your order

Please reply within 24 hours after receiving your preview to approve the design or request changes.

To avoid delays, please check your inbox and spam folder after placing a personalized order.

If we do not receive a response, we may contact you again before proceeding with production.

Once a custom order has been approved or has entered production, we may no longer be able to cancel, change, revise, return, exchange, or refund the order unless the item arrives damaged, defective, or incorrect due to an issue on our side.

Customer-Provided Information

Please make sure all personalization details are accurate before submitting your order.

This may include:

  • Pet name

  • Dates or years

  • Custom message

  • Uploaded photo

  • Selected pet style

  • Product size

  • Shipping address

  • Any other personalization details requested on the product page

Pixiwoo is not responsible for errors submitted by the customer, including:

  • Misspelled names

  • Incorrect dates or years

  • Incorrect messages

  • Low-quality or unclear uploaded photos

  • Incorrect product options

  • Incorrect shipping information

If you notice an error after placing your order, please contact us as soon as possible.

We will do our best to help, but changes cannot be guaranteed once your order has entered production, fulfillment, or shipping.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • Clear photos of the item

  • Clear photos of the packaging, if applicable

  • A brief description of the issue

After reviewing the issue, we will arrange an appropriate solution, such as a replacement or refund, at no additional cost to you.

For damaged, defective, or incorrect items, a return may not be required.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Custom or personalized products, unless damaged, defective, or incorrect due to an issue on our side

  • Gift cards

  • Items returned without prior approval

  • Items that have been used, damaged after delivery, or are not in their original condition

  • Items returned outside the 30-day return window

Discounted Non-Custom Items

Eligible non-custom products purchased at a discounted price are covered by the same 30-day return policy described above.

Custom or personalized products remain final sale unless they arrive damaged, defective, or incorrect due to an issue on our side.

Exchanges

For eligible non-custom items, the fastest way to receive a different item is to request a return for the original item and place a new order once the return has been approved.

Custom or personalized items cannot be exchanged unless the item arrives damaged, defective, or incorrect due to an issue on our side.

Refunds

Once we receive and inspect your eligible return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact us.

Return Instructions

All returns must be approved before being sent back.

Once your return request is approved, we will provide the applicable return instructions and return address.

Please do not send an item back without contacting us first.

Contact Us

For questions about returns, refunds, damaged items, custom previews, or your order, please contact us:

Email: hello@pixiwoo-art.com

Facebook Messenger: Message Pixiwoo on Facebook

We will get back to you as soon as possible.