Widerrufsrecht
Refund & Heirloom Guarantee
Last updated: [2026 — 03-01]
Every Heirloom Paw piece is made by hand, just for you. We treat each order with the same care a family would treat a wedding ring or a baby's first photograph — because that's the kind of object we're trying to make.
That care shows up in our policies. Here's what we promise:
1. The Free Proof Promise
Before we cut a single piece of leather or pick up a brush, we send you a free digital proof of your pet's portrait — usually within 48 hours of your order.
If something doesn't look right — a missing patch of fur, the wrong eye color, an expression that isn't quite them — just tell us. We will redraw it, free, as many times as you need, until you reply with the words: "I love it."
We don't begin handmade production until you do.
You will never receive a piece that surprises you in a bad way.
2. The 45-Day Heirloom Guarantee
Once your handmade piece arrives, you have 45 full days to live with it.
If, in those 45 days, you decide it's not right for you, contact us and we will:
- Remake it for free — a fresh portrait, redesigned from scratch with your feedback.
- OR issue a full refund — minus a small handmade-restocking fee of $25, since we cannot resell custom artwork.
Whichever you prefer. We'll never argue about it.
Why 45 days, not 30? Because grief is slow. Memory is slow. Love takes its time. We'd rather you take a few weeks to be sure than rush a decision about something this meaningful.
3. The Lost & Damaged Guarantee
If your package is lost in transit, or arrives damaged in any way, we will remake and reship a new piece — free, no paperwork. Just email us a photo (if damaged) within 14 days of delivery and we'll start over.
You don't pay shipping. You don't pay re-production. You don't argue with the courier. We handle all of it.
4. What we cannot accept returns on
In rare cases, we cannot offer a remake or refund:
- Pieces returned damaged by the customer (drops, water damage, pet chewing it).
- Pieces returned after 45 days from delivery.
- Engraving / personalization errors caused by typos in the customer's order (please double-check spelling at checkout — we copy what you type, exactly).
- Photos provided that are too low resolution to render a clear portrait, after we've already warned you and you've asked us to proceed anyway.
In every other case, we are on your side.
5. How to start a return or remake
Email [support@heirloompaw.com] with:
- Your order number
- A photo of the piece (front and back)
- A short note about what isn't right
We respond to every email within one business day. A real human, not a bot.
6. Cancellations
You can cancel your order for free, any time before you approve the digital proof. Once you reply "I love it" and we begin handmade production, the order can no longer be cancelled — but our 45-Day Heirloom Guarantee still applies once it arrives.
7. Why our policy is more generous than most
We make heirlooms. Heirlooms are forever.
If a piece doesn't feel like forever to you, it isn't an heirloom — and we shouldn't keep your money for it.
That's the whole policy.
— Founder, Heirloom Paw
📧 support@heirloompaw.com