Refund policy

Last updated: April 2026

We want every Pip & Pawston customer (and their pup) to be happy. Here's how returns and refunds work.

30-day return window

You have 30 days from the delivery date to request a return. To be eligible, items must be in original condition, unused, and in their original packaging.

Personalized and custom items

Personalized items (custom names, custom pet portraits, monogrammed bowls, etc.) are made-to-order and are final sale unless they arrive damaged or with a manufacturing defect.

Damaged or defective items

If your order arrives damaged or defective, email us at hello@pipandpawston.com within 7 days of delivery with your order number and clear photos of the issue. We will replace the item or issue a full refund at no cost to you.

How to start a return

1. Email hello@pipandpawston.com with your order number and the reason for the return.
2. We will reply within 1-2 business days with a return shipping label or instructions.
3. Ship the item back. Refunds are issued to the original payment method within 5-10 business days of our receipt and inspection.

Return shipping costs

• Damaged or defective items: we cover return shipping.
• Change of mind: the customer is responsible for return shipping.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order for the size or style you want.

Order cancellation

Most orders begin production within hours of being placed. If you need to cancel, email us immediately. We can usually cancel within 2 hours of order placement; after that, the order may already be in production and cannot be cancelled.

Questions

Email hello@pipandpawston.com.