Refund policy
Returns & Refunds Policy
Last updated: 08/01/2026
At PawGlow, we strive to deliver high-quality products and a satisfying experience. Since all our products are personalized, this policy outlines the conditions applicable to returns, exchanges, and refunds.
1. Personalized Products
All products offered at thepawglow.store are custom-made according to the customer's specifications. For this reason:
- Because our products are personalized, we do not accept returns or exchanges based on personal preference once the order has been processed. Please see Section 3 for cases where a replacement or refund may apply due to quality issues.
- Refunds will not be issued for errors introduced by the customer (e.g., incorrect images, misspelled text, or incomplete information).
- If an order has already been shipped, we are unable to process a cancellation or refund request until the order has been delivered. Once received, the customer may submit a claim following the process outlined in Section 3, if applicable.
Please review all information carefully before completing your purchase.
2. Cancellations
Orders may be cancelled within the first 12 hours of placement. Once this period has passed, the order enters production and cannot be cancelled or modified.
3. Eligible Reasons for Return, Replacement or Refund
Because every sphere is engraved using the exact photo and details submitted by the customer at checkout, returns and refunds are only accepted in the following cases:
- Wrong pet engraved: the photo engraved does not match the photo submitted by the customer.
- Missing subject: the final engraving does not clearly show the pet as the main subject (e.g., the pet is not visible or not centered).
- Manufacturing defects: the sphere arrives with visible scratches, cracks, or any other quality defect affecting the crystal itself.
- LED base malfunction: the wooden base does not light up or has a manufacturing fault.
To process any of the above claims, the customer must notify us within 48 hours of receiving the order and provide:
- Clear photos of the received product
- A description of the issue
- Their order number
After verification, PawGlow will offer, as applicable:
- A free replacement, or
- A full or partial refund
PawGlow reserves the right to determine whether the issue qualifies under the criteria above.
4. Non-Eligible Reasons for Return or Refund
Since the engraving is created directly from the photo provided by the customer, PawGlow does not accept returns, exchanges, or refunds for the following reasons:
- Dissatisfaction with the photo submitted by the customer (e.g., low resolution, poor lighting, unwanted background, or the pet's pose in the original photo).
- The final engraving accurately reflects the photo and details provided at checkout, even if the customer later wishes they had chosen a different photo.
- Personal preference changes after the order has been placed or received.
The quality and outcome of the engraving are directly dependent on the quality of the photo submitted by the customer. PawGlow is not responsible for the resolution, clarity, or composition of the original image provided.
5. Shipping & Liability
PawGlow is not responsible for:
- Delays caused by the shipping carrier
- Errors in the address provided by the customer
- Unclaimed or rejected packages
In these cases, a refund is not guaranteed.
6. Incorrect Address
If the customer provides an incorrect or incomplete address and the order cannot be delivered, no refund will be issued. If the package is returned, the customer will be responsible for the reshipping costs.
7. Refunds (if applicable)
In cases where a refund is applicable:
- It will be processed within 5 to 10 business days
- It will be issued through the same payment method used at the time of purchase
8. Contact
For any questions related to this policy, please contact us at:
Email: pawglowcrystal@gmail.com
Website: https://www.thepawglow.store/
PawGlow reserves the right to modify this policy at any time without prior notice.