Refund Policy

Last updated: November 2, 2026

This page is about money: when Paws And Pine gives it back, how much, where it goes and how long it takes. The practical side of sending an item back, such as getting your free label and packing a throw or a mug, lives on our Returns & Exchanges Policy. Read that page for the “how do I send it”, and this one for the “when do I see my money”.

1. Situations where you get money back

A refund can come from several different starting points. Each one below says what triggers the refund and what you can expect.

You returned an item within 60 days

Every product can be returned within 60 days of delivery, for any reason, including personalised blankets and hoodies. Once the item reaches us, we refund the price you paid for it within 7 days of receiving the return. Because both the outbound shipping and the return label are free, the amount you get back for that item is the same amount you paid for it.

You cancelled within 24 hours of ordering

If you email us within 24 hours of placing the order and we confirm the cancellation, nothing has been made for you, so the full amount you paid is refunded to your original payment method. We start the refund when we send you the cancellation confirmation. The steps for cancelling are on Cancel or Change an Order.

The item arrived damaged, faulty or not as ordered

Send us photos as soon as you notice the problem. If a refund is the right outcome for you, rather than a replacement, we tell you whether we need the item back. When we do, the free label applies and the refund follows within 7 days of receiving it. When we do not, we tell you when the refund will be issued.

Your order did not arrive

If your parcel seems to have gone missing, email us with your order number. We look into where it is and talk through the options with you, which can include a refund of the order. There is no form to fill in and nothing to pay.

We had to cancel your order

Occasionally we may not be able to complete an order, for example if a photo link cannot be opened and we cannot reach you, or if an item becomes unavailable. If we cancel, we email you to explain and refund what you paid for the cancelled items to your original payment method.

2. How much is refunded

If you used a discount code, the refund is the amount you actually paid for the item after the discount, not the full list price. If a multi-item order had one discount spread across several items, we work out each item’s share and explain the figure in our refund email.

3. The refund timeline, day by day

Here is what happens to your money after a return, using a typical case: a 50 x 60 in Sherpa throw sent back because it turned out a little too large for a loveseat.

1. You send the parcel with the free return label we emailed you.
2. The parcel reaches us. This is the moment the 7-day clock starts.
3. We issue the refund to your original payment method within 7 days of receiving the return, and email you to say it is done.
4. Your bank or payment provider posts it. Some show the money straight away; others take a little longer to display it on your statement. That part is handled on their side.

If our refund email has arrived but the money is not showing yet, first check with your bank or payment provider, quoting the date of our email. If it is still missing after that, write to us and we will look into it with you.

4. Original payment method or store credit

By default your refund goes back to the same payment method you used at checkout. You do not need to ask for this. We cannot send a refund to a different card, account or person, because that protects you as well as us.

If you would rather keep the value with us, ask for store credit when you start your return. Store credit:

• never expires, so it can wait for next winter’s hoodie or a gift for a friend’s new puppy;
• is issued for the same amount you would have received as a refund;
• can be used on anything in the shop, including custom photo blankets.

Once you have chosen store credit and it has been issued, it cannot later be switched back into a refund to your card, so take a moment to decide which you prefer.

If your card has expired or been closed

Refunds to a card that has since been replaced usually still reach the same account through your bank. If the account has been closed altogether, contact your bank first, then email us. If the refund cannot be delivered, we can talk about store credit instead.

5. Exchanges and money

Most exchanges, such as a hoodie from L to XL or a pet bed from Medium to Large, are a straight swap. If the new option has a different price, for example moving from a 30 x 40 in throw to a 60 x 80 in throw, we tell you the difference before anything is sent. If the new item costs less, we refund the difference to your original payment method. If it costs more, we explain how to pay the difference, and nothing is charged without your agreement. Our Returns & Exchanges Policy explains the exchange steps themselves.

6. Gift orders

A refund always goes to the person who paid. If a friend in New Zealand returns a pet-lover hoodie you sent them, the money returns to your payment method, not to them. If you would like the recipient to choose something else instead, ask us for store credit and pass the details on; because it never expires, they can take their time.

7. Refunds on personalised items

We print exactly the pet name and photo you send, without a proof stage. Even so, personalised items are covered by the full 60-day return, and the refund amount is the same as for any other item. Typos are an easy fix if you catch them early: email us within 24 hours of ordering and we change the details, so neither a return nor a refund is needed.

If the item is a memorial blanket for a pet who has passed and you decide it is not the keepsake you hoped for, the same refund applies. You are welcome to keep your message to us as short as you like; we will handle the refund quietly and confirm by email when it has been issued.

8. Returning part of an order

You do not have to send back a whole order to get money back for one piece. Say you ordered a custom photo blanket of Juniper, two 15 oz mugs and a tie-on bandana, and only the bandana is the wrong size for her neck. You can return just the bandana. We refund the amount you paid for that bandana within 7 days of receiving it, and the rest of the order stays exactly as it is. If you decide to return a second item later, it simply gets its own refund once it arrives, as long as you contacted us within 60 days of delivery.

The same applies to a cancellation inside the 24-hour window: you can cancel one item and keep the others, and only the cancelled item is refunded.

9. Checking on a refund

You will hear from us by email at each money step: when we confirm a cancellation, and when we issue a refund after your return arrives. If you are waiting and unsure where things stand, these are the quickest checks:

• Look up the order on Order Tracking. A fully refunded order shows the status “Refunded”; a cancelled order shows “Cancelled”.
• Search your inbox, including spam and promotions folders, for an email from Paws And Pine mentioning your order number.
• Look at your bank or payment account for a credit in USD from the date of our refund email onward.

If none of those answer the question, email us. Include your order number, the item or items involved and roughly when you sent the return, and we will tell you exactly where the refund stands.

10. Quick answers about refunds

Do I need to say why I am returning something?

A short reason helps us improve, but any reason is accepted within 60 days, and “I changed my mind” is enough.

Is the 7-day refund counted from when I post the item?

No. It is counted from the day the return reaches us, because that is when we can match it to your order.

Can I get a refund on a personalised blanket with my pet’s photo on it?

Yes. Personalised items are returnable within 60 days like everything else, and the refund amount follows the same rules.

What if I paid with a discount code?

You get back what you actually paid for the item. The code itself is not reissued unless we say so in our reply.

11. Fees and deductions

We do not deduct a restocking fee, a return-label charge or a handling fee from your refund. Your bank may apply its own conversion fee if your card is billed in a currency other than USD, for example a Canadian or Australian card. That fee is set by your bank and is outside our control, so the amount you see after conversion can differ slightly from the original charge.

12. Before you open a dispute

If something about a charge looks wrong, such as an amount you do not recognise or a refund that seems late, please write to us first. Most questions are sorted out by email well before a bank dispute would conclude, and contacting us does not take away any right you have with your bank or payment provider. Please never send card numbers or passwords by email; the order number is all we need.

13. Talk to us about a refund

Email [email protected] with your order number and the word “Refund” in the subject line. We reply within 24 hours on business days. You may also find help on our Payment Methods page, in the FAQs, or on Shipping & Delivery. Paws And Pine, 760 N 7th St Apt 5304, San Jose, CA 95112, US.