Refund & Return Policy
Due to the personalized and custom-made nature of our products, PawAura Studio does not accept returns or exchanges unless the item arrives damaged, defective, or incorrect.
Damaged, Defective, or Wrong Items
Please inspect your order upon reception and contact us within 7 days at info@pawaura.studio if your item is defective, damaged, or if you received the wrong item. Please include photos of the issue so we can evaluate and make it right as quickly as possible.
If your claim is approved, we will either:
- Resend the correct/replacement item at no additional cost, or
- Issue a full refund to your original payment method
Non-Returnable Items
As all our products are custom-made to your specifications, we are unable to accept returns for:
- Change of mind
- Incorrect size or color selected by the customer
- Sale items or gift cards
European Union Customers
Personalized and custom-made items are exempt from the EU 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU, as these products are made to your individual specifications.
Refunds
Once your refund is approved, it will be processed to your original payment method within 10 business days. Processing time may vary depending on your bank or card issuer.
Contact Us
For any questions, contact us at info@pawaura.studio.
HONGKONG PAW CASTLE LIMITED | PawAura Studio
RM 701, UNIT 127, 7/F, TWR B, New Mandarin Plaza, 14 Science Museum Rd, Tsim Sha Tsui, Hong Kong