Refund policy
Last updated: August 3, 2026
All ISLAND PAWS Co. products are made to order and produced individually after an order is placed. Please review the following return and refund conditions before placing your order.
CHANGES AND CANCELLATIONS
Once an order has been confirmed, the production process begins automatically. Therefore, we generally cannot accept customer-requested changes or cancellations after an order has been placed.
Before completing your purchase, please carefully confirm that the product, color, size, quantity, and shipping address are correct.
If applicable laws in your place of residence provide you with a right to cancel or withdraw from your purchase, we will honor those rights in accordance with the applicable laws.
RETURNS AND EXCHANGES FOR CUSTOMER-PREFERENCE REASONS
Except where required by applicable law, we generally do not accept returns, exchanges, or refunds for the following reasons:
• Selecting the wrong size or color
• The product’s appearance or color differing from your expectations
• No longer wanting or needing the product after placing the order
• Accidentally placing a duplicate order
• Failing to review the sizing or specifications provided on the product page
• Providing an incorrect or incomplete shipping address
• Extended absence, refusal of delivery, or failure to collect the package within the carrier’s holding period
Actual product colors may appear slightly different from those shown on your screen due to your monitor or device settings, lighting conditions, and other factors. These differences are generally not considered product defects.
If applicable laws in your place of residence provide you with a right to return a product or withdraw from your purchase, we will honor those rights in accordance with the applicable laws.
DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
Please contact us through the contact form on our website within 14 days of receiving your order if:
• The product arrives damaged
• The printing or embroidery has a clear manufacturing defect
• You receive a product different from the one you ordered
• You receive the wrong size or color
When contacting us, please provide the following information:
• Your order number
• A description of the issue
• A photograph showing the entire product
• A photograph clearly showing the defect or damage
• A photograph showing the shipping label or condition of the packaging
After reviewing the information provided, we will contact you with instructions specific to your situation. Please keep the product and do not return or dispose of it until our review is complete.
If the product is confirmed to be defective, damaged, or incorrect, we will provide an appropriate remedy in accordance with applicable law. Where a return is required due to a confirmed defect, damage, or fulfillment error, we will be responsible for the reasonable return shipping costs.
The 14-day reporting period above does not limit any statutory rights or legal guarantees available to you under applicable law.
RETURN AND REFUND PROCEDURE
If you would like to request a return, exchange, or refund, please contact us through the contact form on our website before returning any product.
Please include your order number, the reason for your request, and any relevant photographs or supporting information.
After reviewing your request, we will provide instructions based on the circumstances.
Do not return any product before receiving instructions and approval from us. Products returned without prior contact or authorization may not be accepted and may not be eligible for an exchange or refund, except where applicable law provides otherwise.
The address of the manufacturer or fulfillment provider, the shipping origin, and any address shown on the shipping label are not return addresses. Do not return products to any of these addresses.
If a return is required, we will provide the return method and return address individually.
CUSTOMERS IN THE EUROPEAN ECONOMIC AREA (EEA)
Customers in the European Economic Area may have the right under applicable consumer protection laws to withdraw from a distance purchase without providing a reason within 14 days of receiving the product.
To exercise your right of withdrawal, please notify us through the contact form on our website before the withdrawal period expires. Your notice must include your order number and a clear statement that you wish to withdraw from the purchase.
The withdrawal period is met if you send your notice before the 14-day period has expired.
Before returning the product, please wait for return instructions from us. After reviewing your order, we will provide information regarding the return method, return address, and any required procedures.
If a return is required, you must send the product back without undue delay and no later than 14 days after notifying us of your decision to withdraw. This deadline is met if you send the product before the 14-day return period expires.
The product must be returned unused and in the same condition in which it was received, including all tags and accessories. You may handle the product only to the extent necessary to establish its nature, characteristics, and functionality.
If the product’s value has decreased as a result of handling beyond what is necessary to establish its nature, characteristics, and functionality, you may be responsible for the decrease in value, and the corresponding amount may be deducted from your refund.
Unless the product is defective, damaged, or incorrect, you are responsible for the direct cost of returning the product.
Subject to applicable law, the right of withdrawal may not apply to products that are made to the customer’s specifications or clearly personalized, including products featuring personalized names, photographs, or individually requested designs. Standard products that are produced only after an order is placed are not automatically treated as personalized products.
Nothing in this section limits any statutory rights or legal guarantees available to you under applicable law.
REFUNDS
If a refund is approved outside the EEA statutory withdrawal process, it will generally be issued to the original payment method used for the order.
After we process the refund, it may take several business days or longer for the refund to appear on your statement, depending on your card issuer or payment provider.
For a valid withdrawal by a customer in the European Economic Area, we will reimburse all payments received from you for the withdrawn purchase, including the cost of our least expensive standard delivery option offered at the time of purchase, in accordance with applicable law.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost will not be refunded unless required by applicable law.
We will issue the reimbursement without undue delay and no later than 14 days after the date on which we are informed of your decision to withdraw. However, we may withhold reimbursement until we have received the returned product or you have provided evidence that the product has been sent back, whichever occurs first.
The reimbursement will be issued using the same payment method used for the original transaction unless you expressly agree to another method. You will not be charged a fee for the reimbursement.
If only part of an order is returned, the original delivery cost may not be refundable if that cost would have been the same for the items you keep.
LEGAL GUARANTEES
Customers may have additional rights regarding defective products under the laws of their place of residence.
For customers in the European Economic Area, a statutory legal guarantee may apply to products that are defective or do not conform to the order. These rights are separate from the right of withdrawal and are not limited by this policy.
Nothing in this policy excludes, restricts, or replaces any rights or remedies that cannot lawfully be excluded or restricted.
CONTACT US
For questions or requests regarding cancellations, withdrawals, returns, exchanges, refunds, defective products, or your order, please contact us through the contact form on our website.
Please include your name, order number, email address, and a clear description of your request so that we can assist you.