This policy does not reduce or exclude any consumer right that cannot legally be waived.
Custom products
Groovypawz DIY bracelets are made to order from the design you confirm. Once production has started, we do not accept returns or exchanges solely because you changed your mind or no longer want the custom product.
Ready-made products
For products clearly marked ready-made, you may request an authorized return within 14 days after delivery. The item must be unused, unworn, unaltered, and returned with its original packaging. Contact us before sending anything back. Original shipping, import charges, and return shipping are not refundable unless the item is damaged, defective, incorrect, or applicable law requires otherwise.
Changes and cancellations
You may request a design change or cancellation within 12 hours after placing the order, provided production or fulfillment has not started. Email us immediately with your order number and the requested change. A request is not complete until we confirm it. If production or fulfillment has already started, a change or cancellation may no longer be possible.
The 12-hour limit does not prevent you from cancelling when we offer that option because we cannot dispatch within the time represented when you ordered, or when cancellation is required by applicable law. In that situation, we will initiate a full refund to the original payment method.
Damage, defects, or incorrect items
If your item arrives damaged, has a manufacturing defect, or does not match the item ordered, contact us within 14 days after delivery. Include:
- your order number and contact email;
- a clear description of the issue;
- clear photos of the full item, the affected area, and the packaging; and
- any other information reasonably needed to review the claim.
After review and approval, the available remedy may be a replacement, repair, or refund, depending on the circumstances and applicable law.
Return authorization required
Do not send an item back without written authorization. Unauthorized returns may not be accepted or identifiable. For an approved United States order, we may provide instructions to send the item to a United States return center. The exact return address is supplied only with the authorization instructions.
Any applicable return-shipping arrangement will be explained during authorization based on the reason for the return and applicable law.
Refund timing
When a refund is approved, we will initiate it to the original payment method within 10 business days. Your bank, card issuer, or payment provider may need additional time to post the credit. We cannot send a refund to a different payment method.