Refund policy

Last updated: September 25, 2026

Personalized, made to order

Every item is personalized with the name you enter and printed especially for you. Because of that, we can't accept returns or exchanges for a change of mind, a wrong size or color chosen at checkout, or personalization details entered incorrectly.

For customers in the European Union and the United Kingdom: the statutory 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized (Article 16(c) of Directive 2011/83/EU; Article 6:230p(f) of the Dutch Civil Code).

Changes and cancellations

Need to change a name or cancel your order? Email contact@pawandboneatelier.com as soon as possible, within 12 hours of placing your order. If your order hasn't gone into production yet, we'll change or cancel it free of charge. Once production has started, we can no longer change or cancel it.

Damaged, defective or incorrect items

We'll make it right if your order arrives:

  • damaged in transit,
  • with a printing or manufacturing defect, or
  • different from what you ordered (for example, a name printed differently from what you entered, or the wrong product).

Email contact@pawandboneatelier.com within 30 days of delivery with your order number and a clear photo of the issue. After we've reviewed it, you choose: a free replacement or a full refund. You don't need to send the item back unless we ask you to; if we do, we cover the return shipping.

This does not affect your statutory rights. EU and UK consumers keep their legal guarantee rights for goods that are not in conformity with the contract.

What is not covered

  • Spelling or detail errors in the personalization you entered. We print exactly what you type, so please check it before ordering.
  • Normal wear and tear, chewing or damage caused by pets, or damage from not following the care instructions (for example, putting the bone-shaped mat in the washing machine or the bowl's rubber base in the dishwasher).
  • Small color differences between your screen and the printed product, and size variations within the tolerances stated on the product page (bone-shaped mats may vary by ±1").
  • Import duties, taxes and customs fees for international orders.

Lost packages

If the carrier confirms your package is lost, we'll send a free replacement or give you a full refund. See our Shipping Policy for details.

Refunds

Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card issuer, it can take a few extra business days before the refund appears on your statement. For a full refund on a damaged, defective or incorrect item, we also refund the shipping costs you paid for that item.

Contact

Paw and Bone Atelier (Zairela Studio)
Witmoesdijk 6, 7461 PM Rijssen, the Netherlands
Email: contact@pawandboneatelier.com
Chamber of Commerce (KvK): 42034428 · VAT: NL005445806B76

Please don't send returns to this address without contacting us first. Items are produced and shipped by our production partners, and we'll give you the correct instructions if a return is needed.