Refund & Returns Policy

Last updated: October 22, 2026

Personalized products

Photo keepsakes, custom figurines, personalized memorials and other items made using your photographs, names, dates or messages are created for your order. They are not eligible for change-of-mind returns after production has started. This includes an incorrect name, date, message, size or option supplied or selected by the customer, and a result affected by a low-quality image provided by the customer, unless the item is faulty, not as described or we made an error.

This restriction does not remove your right to a remedy for an item that arrives damaged, defective or incorrect, or any mandatory consumer rights.

30-day eligible returns

If an item is sold without personalization, you may request an eligible return within 30 days after delivery. For a change-of-mind return, the item must be unused, in its original condition, and returned with the packaging, accessories and included materials. Damage caused by misuse, modification or improper handling is not covered.

For personalized and non-personalized items alike, please report delivery damage, defects or an item that does not match your order within 30 days after delivery. We recommend reporting visible damage within 7 days to help us investigate quickly; this recommendation does not reduce the 30-day claim window.

Start with an email

Email service@pawandash.com with your order number, the name and email used at checkout, the reason for the request, and photos or video showing the issue where relevant. For transit damage, include the packaging and shipping label. We will review the information and explain the available remedy, which may be a replacement, refund or authorized return.

Wait for approval and the return instructions before posting anything. Contact service@pawandash.com first to obtain return authorization. Approved returns must be mailed to:

Approved return mailing address:
2885 Gulf Shore Blvd N, Apt 301
Naples, FL 34103-4346
United States

Use this address only after we have approved your return and provided the return instructions. Our Hong Kong registered office is not a return center. Pack an approved return securely and retain its tracking receipt until receipt has been confirmed. Unapproved parcels may not be accepted or processed.

Return shipping

We cover reasonable, authorized return shipping costs when the item is damaged in delivery, defective, incorrect or otherwise affected by our error. If an eligible non-personalized item is returned for a customer preference reason, the customer pays the actual return postage charged by the carrier. Contact us before booking any return shipment.

Refunds

Once an approved return has arrived and been inspected, we will email the decision. If a physical return is not required for an accepted claim, we will confirm the refund arrangement by email. Approved refunds are issued to the original payment method within 5–7 business days after refund confirmation. Your bank or payment provider may take additional time to show the credit.

Original shipping charges are generally not refunded for customer preference returns, except where required by law. For a confirmed lost parcel, transit damage or our error, we will arrange a free replacement or a full refund as appropriate.

Cancellations and changes

Send a cancellation or personalization change request within 48 hours after placing your order and as soon as you notice an issue. Cancellation or changes are possible only if personalized production has not begun. The 48-hour request period does not guarantee that production will wait for 48 hours. Once production has started or the parcel has shipped, we may be unable to cancel or alter the order.

Nothing in this policy limits consumer rights that cannot legally be excluded. If applicable law gives you a longer period or a different remedy, those rights continue to apply.

Paw & Ash is operated by DAAN FASHION JEWELRY CO., LIMITED (達岸飾品有限公司). Company registration number: 3120723. Business registration number: 73720952.

Registered office: Room 4, 16/F, Ho King Commercial Centre, 2–16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong. This is our registered office, not an authorized return destination. Please contact us before sending a return.

Customer support: service@pawandash.com