Refund policy

Returns & Refunds Policy

Last updated: 02/05/2026

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:

  • Returns and exchanges are not accepted once the order has been processed.
  • Refunds will not be issued for errors introduced by the customer (e.g., incorrect images, misspelled text, or incomplete information).

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. Damaged or Defective Products

If the product received is damaged or has a manufacturing defect, the customer must notify us within 48 hours of receiving the order.

To process the claim, please provide:

  • Clear photos of the received product
  • A description of the issue
  • Your 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 defect is due to manufacturing.

4. 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.

5. 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.

6. 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

7. 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.