Refund policy

Refund Policy

At Pawversity University, each item is custom-made just for your pet student. Because of this, most of our products are made-to-order and personalised, so we handle refunds a little differently from regular retail stores.

1. Custom & Personalised Items

Most of our products are:

  • Printed on demand

  • Designed from your pet’s photo, name, or “major”
    Because these are unique to you, we cannot offer refunds or exchanges for:

  • Change of mind

  • Ordering the wrong size, colour, or design

  • Not liking the final style after the approved artwork

Please check sizing charts, product descriptions, and artwork proofs carefully before confirming your order.

2. Damaged, Defective, or Incorrect Items

If there is an issue with your order, we’re here to help.

You may qualify for a replacement or refund if:

  • The product arrives damaged

  • The print quality is faulty

  • You received the wrong item, size, or design

📩 Please contact us within 7 days of delivery at admin@pawversity.co.uk with:

  • Your order number

  • Clear photos of the product

  • A brief description of the issue

We will review your case and, if approved, arrange a free replacement or refund.

3. Lost in Transit

If your order does not arrive within the estimated timeframe:

  • First, check your tracking link (if provided)

  • Confirm your shipping address is correct

  • Check with neighbours or the local depot

If the parcel is confirmed lost by the courier, we will arrange a replacement at no additional cost.

4. Non-Refundable Situations

We are unable to offer refunds or replacements when:

  • The wrong shipping address was entered at checkout

  • The customer refuses or fails to pick up a parcel

  • The parcel is returned to the sender due to an incorrect address or non-collection

  • We’ve already produced the item, and you requested cancellation after production had started

5. Order Cancellation

Because we start processing your order quickly:

  • Orders can only be cancelled within 2 hours of purchase, and only if artwork/production has not yet started.
    To request a cancellation, email support@pawversity.com with your order number.

6. Digital Products

If you purchase a digital artwork-only product, refunds cannot be issued once:

  • The artwork file has been delivered, or

  • You have already received an artwork preview.

 

Returns Policy

Because Pawversity products are made-to-order and often personalised, our return policy is different from typical fashion brands.

1. Custom & Personalised Items

We do not accept returns for:

  • Custom pet portraits

  • Apparel or items printed with your pet’s photo, name, or custom text

  • Any product made specifically for you

Returns are only accepted if the item is defective, damaged, or incorrect as described in our Refund Policy.

2. Non-Personalised Items

For non-personalised items (if offered in the future), we may accept returns within 14 days of delivery, provided:

  • The item is unused, unworn, and in its original condition

  • Tags and packaging are intact

The customer is responsible for return shipping costs unless the item is faulty.

3. How to Request a Return

Email admin@pawversity.co.uk with:

  • Order number

  • Photos

  • Reason for return

We will confirm whether the item is eligible and provide return instructions if applicable.