Returns and Refunds
Because most Papaws LAB products are personalized for one pet and one customer, completed custom products cannot usually be resold. The rules below explain the applicable stage for each product type.
Custom items are final sale
Personalized portraits, rugs, nose print jewelry, completed impressions, and opened or used DIY materials are final sale. We cannot accept returns or exchanges for change of mind, incorrect information supplied by the customer, or an unsuitable customer-provided photo or impression after approval or production has begun.
Cancellations and changes
- Portraits and rugs: changes or cancellations are accepted before the digital proof is approved. Once the proof is approved and production begins, the order cannot be canceled.
- Soul-Map DIY kits: cancellation is available before fulfillment begins. Once the kit has shipped, the order cannot be canceled.
- Full Artisan Concierge or Artisan Rescue Service: cancellation is not available after our studio has received the impression or started artisan work.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, incorrect, or with a manufacturing error, contact us within 7 days of delivery. Include your order number and clear photos. Depending on the issue, we will arrange a replacement, remake, missing component, or refund.
DIY kit support
If you have difficulty capturing an impression or completing a Soul-Map kit, contact us before discarding any materials. We can provide guidance and explain available studio-completion options. Used materials are not automatically eligible for a refund.
Shipping and customs charges
Original shipping charges, return shipping, and Canadian duties, taxes, brokerage, or import fees are non-refundable unless the return is required because of our error or a confirmed defect.
Refund processing
Approved refunds are returned to the original payment method, including PayPal, within 5–10 business days after approval. Your payment provider may require additional time to post the refund.
Contact us
Email hello@papawslab.com with your order number, a description of the issue, and supporting photos where applicable. Our team normally responds within 1–2 business days.