NookPaws Refund & Return Policy

Last Updated: January 18, 2026

At NookPaws, we take immense pride in our designer-led approach to harmonious pet living. Because many of our products, including our Custom Photo Grid Blankets, are bespoke items created specifically for you and your pets, our return policy is designed to balance fairness with the unique nature of custom craftsmanship.

1. CANCELLATIONS & MODIFICATIONS

  • The 12-Hour Window: Once an order for a customized product is placed, you have 12 hours to request a cancellation or modification (such as changing a photo).
  • Production Phase: After 12 hours, your order enters our professional design and production queue. At this stage, we can no longer accept cancellations or changes, as resources and materials have already been committed to your unique piece.

2. CUSTOMIZED PRODUCTS (NON-REFUNDABLE)

Due to the personalized nature of our custom collections:

  • Final Sale: All customized products are considered Final Sale and are not eligible for return or exchange for "change of mind" or personal preference reasons.
  • Customer Responsibility: It is the customer's responsibility to provide high-quality photographs. NookPaws is not responsible for the print quality of blurred or low-resolution images provided by the user.

3. QUALITY GUARANTEE (DEFECTS & ERRORS)

We stand behind the quality of our design. If your item arrives with a genuine defect or if we made an error in the customization:

  • Notification: Please contact us at hello@nookpaws.com within 7 days of delivery.
  • Evidence: Please include your order number and clear photographs of the defect or the incorrect item.
  • Resolution: Upon verification, we will prioritize a free replacement or, if a replacement is not possible, issue a full refund to your original payment method.

4. NON-CUSTOMIZED PRODUCTS

For non-bespoke items in our standard collections:

  • 30-Day Return: We accept returns within 30 days of delivery.
  • Condition: Items must be unused, in their original packaging, and in the same condition as received.
  • Shipping Costs: Customers are responsible for the return shipping costs for non-defective items.

5. REFUND PROCESS

  • Processing Time: Once your return or refund is approved, it will be processed through our payment gateways.
  • Timing: Please allow 5-10 business days for the credit to appear on your statement, depending on your financial institution's processing times.

6. CONTACT US

If you have any questions regarding your order, our dedicated team is here to help ensure you and your pets are satisfied.

Email: hello@nookpaws.com