Refund policy

We guarantee our personalized products to be free of manufacturing errors or product defects. If there is a quality issue with your order, you may return it in new condition and in its original packaging for a prompt exchange for the same item, or full refund.  Understandably, personalized items cannot be accepted for return unless there is a manufacturing error or product defect.  All refunds or exchanges must be made within 30 days of receipt.

Please ensure the accuracy of your request before submitting your order. Check spelling, dates and names thoroughly.  Please contact us through store chat or email us at marcus@pawsandreflectstones.com with any questions before placing your order.  Understandably, we are not able to accept cancellations or changes to orders once they are placed, as they are immediately sent into production.  Understandably, no refunds can be issued for orders delayed (either shipping cost or merchandise value) due to adverse weather conditions or any unforeseen circumstance that may affect Paws and Reflect Stones or any of our carriers. Thank you for understanding.

To start a return, you can contact us at marcus@pawsandreflectstones.com. Please note that returns will need to be sent to the following address: [203 Milligan Lane, Johnson City, TN 37601.] 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at marcus@pawsandreflectstones.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Unfortunately, we cannot accept returns on gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at marcus@pawsandreflectstones.com.