Refund policy

# Return & Refund Policy

At EverPawtrait, we are committed to ensuring your complete satisfaction with your custom pet portrait. Please read our policy carefully to understand your rights and our process.

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## Custom Order Process

All our products are custom-made specifically for you. Your order goes through the following stages:

1. **Draft Stage** - We create and send you a digital preview
2. **Approval Stage** - You review and approve the final design
3. **Production Stage** - We print and ship your approved portrait

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## Modifications & Revisions

### During Draft Stage
- You may request **unlimited revisions** before approving the final design
- You may request a **full refund** if you are not satisfied with the draft
- No questions asked - your satisfaction is our priority

### After Approval
Once you approve the final design, we begin production. At this point:
- Design changes are no longer possible
- The order enters our production and shipping process

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## Returns & Refunds

### Non-Returnable Items
Due to the custom and personalized nature of our products, **we cannot accept returns or exchanges** once production has begun, except in the following circumstances:

### Eligible for Return/Refund
We will provide a full refund or replacement if:
- Your item is **lost in transit**
- Your item arrives **damaged or defective**
- You receive the **wrong item**
- There is a **production error** on our part

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## Damaged or Lost Items

### Reporting Issues
Please inspect your order immediately upon delivery. If you experience any issues, contact us at **epawtrait@gmail.com** within **7 days of delivery** with:
- Your order number
- Photos of the damaged item (if applicable)
- Description of the issue

### Our Response
We will:
- Review your case within 2 business days
- Provide a replacement at no charge, or
- Issue a full refund to your original payment method

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## Refund Processing

Once approved, refunds will be processed within **5-7 business days** to your original payment method. Please allow additional time for your bank or credit card company to post the refund.

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## Contact Us

If you have any questions or concerns about your order, please don't hesitate to reach out:

Email: biz@epaw.ca 

            epawtrait@gmail.com

We're here to help make your experience exceptional.

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*Last Updated: November 2025*