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Terms of Service

Last updated: [DATE — fill in]

Welcome to Heirloom Paw. By using our website (heirloompaw.com) or placing an order, you agree to the terms below. They are written in plain English. If anything is unclear, email us at [support@heirloompaw.com] before you order.

1. Who we are

Heirloom Paw is a small handmade studio that creates custom hand-painted leather pet portraits. The website heirloompaw.com is owned and operated by [Legal Business Name], registered at [Business Address].

2. Placing an order

When you place an order on our site:

  • You confirm you are 18 years or older, or have permission from a parent/guardian.
  • You confirm the photo you upload is one you have the right to use (i.e., you own it, or have permission to use it).
  • You confirm the shipping address you provide is correct.
  • You agree to pay the price shown at checkout, in the currency shown.

We reserve the right to refuse or cancel any order, for any reason, at any time before production has begun. If we cancel an order, you will receive a full refund within 5 business days.

3. Custom-made products: what this means

Every Heirloom Paw piece is made specifically for you. This means:

  • We cannot resell a piece once it is made.
  • We cannot start production until you approve the digital proof.
  • We cannot guarantee 100% photographic likeness — every piece is a hand-painted artistic interpretation, not a print. Variation is the nature of the craft. (We send a digital proof so you can see and approve the interpretation before we make it.)
  • We cannot offer cancellation after you approve the digital proof — but our 45-Day Heirloom Guarantee still applies once the piece arrives. (See Refund Policy.)

4. Photos you upload

By uploading a photo, you grant Heirloom Paw a limited license to use that photo only for the purpose of creating your custom portrait.

We will not use your pet's photo on our website, in advertising, or anywhere else without your separate written permission. (See Privacy Policy.)

You retain all rights to your original photo.

5. Pricing, currency, and taxes

Prices on our site are shown in your local currency where possible (defaulting to USD). All prices are exclusive of any import duties or taxes that may be charged by your country's customs authority on arrival. (See Shipping Policy.)

We reserve the right to change prices at any time. Prices in effect at the time of your order are the prices that apply to your order, regardless of subsequent changes.

6. Production time and shipping

Standard production: 4–6 weeks after digital proof approval. Standard shipping: 5–10 business days, free, worldwide. See our full Shipping Policy for details.

We are not liable for delays caused by:

  • The customer not approving a proof in a timely manner
  • Customs / import inspections in the destination country
  • Force majeure events (natural disasters, strikes, postal service disruptions, pandemics)

We will, however, communicate clearly throughout — and our Lost & Damaged Guarantee covers anything that doesn't arrive or arrives broken.

7. Refunds and remakes

Covered fully in our Refund & Heirloom Guarantee policy. In summary:

  • Free, unlimited proof revisions before production
  • 45-day window after delivery to request a remake or refund (minus a $25 handmade-restocking fee in the case of refund)
  • Free remake/reship for lost or damaged-in-transit items

8. Intellectual property

All content on heirloompaw.com — text, photos, logos, designs, our brand name "Heirloom Paw," our seal mark, our paw mark, and our written brand story — is the intellectual property of Heirloom Paw and is protected by copyright and trademark law.

You may not copy, reproduce, repost, or use our content for commercial purposes without written permission.

9. Acceptable use

You agree not to:

  • Use our site for unlawful purposes
  • Upload photos that infringe someone else's copyright
  • Upload photos containing graphic, hateful, or illegal content
  • Attempt to gain unauthorized access to our systems
  • Use automated tools (bots, scrapers) to access our site

We reserve the right to refuse service and terminate accounts found in violation.

10. Limitation of liability

To the fullest extent permitted by law, Heirloom Paw is not liable for any indirect, incidental, or consequential damages arising from your use of our site or products. Our total liability for any single order is limited to the amount you paid for that order.

This does not limit any consumer rights you may have under your local law that cannot be excluded by contract.

11. Governing law and disputes

These Terms are governed by the laws of [Jurisdiction — e.g., the State of Delaware, USA / Hong Kong / your business jurisdiction].

If a dispute arises, please email us first at [support@heirloompaw.com] — we resolve almost everything within a few emails. If a formal dispute is needed, it will be handled in the courts of the jurisdiction listed above.

For EU consumers, this clause does not affect your right to bring a claim in your local courts.

12. Changes to these Terms

We may update these Terms from time to time. The current version is always posted at heirloompaw.com/policies/terms-of-service. Material changes will be communicated by email to active customers.

13. Contact

📧 support@heirloompaw.com 🏠 

— The Heirloom Paw team