Returns & Exchanges Policy

Last updated: September 3, 2026

At WillowPawArt, we're dedicated to creating a custom piece you'll cherish. Every item is handcrafted with care from the photo you provide. Because each piece is made exclusively for you and your pet, our policy follows the three stages of your order:

1. Preview Stage — Love the Art or Pay Nothing

Before anything is produced, you'll receive your hand-painted artwork by email with unlimited free revisions. If we're unable to get the artwork right to your satisfaction at this stage, contact us for a full refund — including any expedited fee. Nothing has been made yet, so there's nothing to lose.

2. After You Approve the Artwork

Production — printing, cutting and sewing (for pillows), or printing and stretching the canvas over its wood frame (for portraits) — begins once you approve your artwork. Because every piece is custom-made, we can't accept cancellations or change-of-mind refunds after production begins. You have 24 hours after approving your artwork to change your mind for a full refund.

3. When Your Order Arrives

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, incorrect, or materially different from the artwork you approved, contact us within 30 days of delivery with photos.

How to report an issue:

Email: support@willowpawart.com

Please include:

Your order number
A clear description of the issue
Photos showing the damage, defect, or error

Our promise: Once we confirm the issue is our responsibility, we'll remake it free of charge. If a remake isn't possible or can't fix the problem, you'll receive a full refund — expedited fees included where we're at fault. In most cases, you won't need to return the damaged item; if a return is necessary, we'll provide a pre-paid shipping label.

Additional policy notes

Expedited Service: Before you approve your artwork, everything is refundable — including the rush fee. Once rush production starts, the expedited fee can't be refunded.
Digital portraits: Full refunds are available until you approve the final artwork. Once the high-resolution file has been delivered to your email, digital orders are non-refundable, as the file can't be returned.
Refund process: Once a refund is approved, it's processed within 7 business days to your original payment method; depending on your bank, please allow up to 10 business days total for the funds to appear.
Gift cards: Gift card purchases are non-refundable and cannot be redeemed for cash, except where required by law.

Contact us

For any questions about your order or this policy, email support@willowpawart.com — we're a small team, and a real human usually replies within 1–2 business days.

Website: www.willowpawart.com

This policy is governed by the laws of the United Kingdom.

Company information:

BOREDOM BUSTER LTD

Company Number: 17189420

Registered Office Address: Unit A 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom

(Please do not send any items to this address)