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Refund Policy

Last updated: August 27, 2026

Every VIPpaw product is custom-made using the photos, text and customization details submitted with the order. Please review all information and previews carefully before completing checkout.

This policy does not limit any rights or remedies that cannot be excluded under applicable consumer law.

1. Order Cancellations

You may request cancellation by emailing suport@vippaw.store as soon as possible and including your order number.

An order may be cancelled for a full refund only if production has not started.

Production is considered to have started when any of the following has occurred:

  • Your photos or customization files have entered artwork preparation or production processing.
  • A print-ready or manufacturing file has been created or sent to a production partner.
  • Printing, engraving, cutting, assembly or another physical production step has begun.

The order status displayed in your account does not by itself determine whether production has started. Our written confirmation after checking the order with the production team will determine whether cancellation is still possible.

Once production has started, the order cannot normally be cancelled or refunded for a change of mind because it has been made specifically for you.

2. Problems Eligible for a Remedy

Please contact us if:

  • The item arrives damaged or defective.
  • You receive an item different from the one ordered.
  • The printed or produced result materially differs from the photo, text or customization information you submitted or approved.
  • Part of your order is missing.
  • The shipment is confirmed lost or meets the lost-package conditions below.

Normal differences caused by screen settings, material texture, printing processes or reasonable color and positioning tolerances are not considered defects.

3. Reprints and Refunds for Defective Items

For an approved damaged, defective, incorrect or materially misprinted item, our normal first remedy is a free replacement or reprint, subject to your applicable statutory rights.

A full or partial refund may apply when a replacement cannot reasonably be produced, the relevant product or material is unavailable, a replacement would cause an unreasonable delay, a replacement has failed to resolve the qualifying problem, or a refund is otherwise required by law.

You will not pay additional product or standard shipping charges for an approved replacement.

Depending on the issue, we may ask you to retain the item, provide additional photographs or return it using the instructions we provide.

4. How to Report a Problem

Email support@vippaw.store as soon as you notice a problem, preferably within 14 calendar days after delivery, and include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the item.
  • Photographs of the packaging and shipping label, where relevant.

Please keep the item and packaging until we confirm whether they are needed for the investigation. We may request additional information reasonably needed to assess the claim.

Reporting promptly helps us assess the issue. This requested reporting period does not shorten your statutory rights or automatically exclude a defect discovered later.

We normally respond within 3 business days. Investigations involving a carrier or production partner may take additional time.

5. Lost Packages and Tracking Delays

A short tracking gap does not automatically mean that a parcel is lost. Please contact us if either of the following occurs:

  • Tracking shows no new carrier scan for 15 consecutive calendar days after carrier acceptance.
  • Your parcel is more than 10 calendar days beyond the latest estimated delivery date.

You may contact us earlier if you are concerned. These thresholds help us initiate an investigation; they do not restrict your statutory rights.

We assess loss using the carrier investigation and tracking history. For an eligible lost shipment, we normally offer a free replacement. A refund may apply if a replacement is unavailable, would cause an unreasonable delay, or is otherwise required by law.

If an incorrect or incomplete customer-provided address causes a delivery problem, additional carrier or shipping charges may apply for an available correction or reshipment, subject to applicable law.

6. Returns and Return Shipping

Returns and Size Exchanges

Because each personalized item is made using your selected details, we do not normally accept returns or provide free exchanges for a change of mind, an incorrectly selected size or phone model, or customer-submitted spelling and customization errors.

If we send the wrong size or model, or your item is damaged, defective or materially different from the agreed specification, please contact us for a remedy. Personalized-product restrictions do not remove your rights relating to faulty or misdescribed goods.

International Returns and Return Shipping

Do not return an item without contacting us first. We will confirm whether a return is required and provide the correct return address and shipping instructions. The sender address on your parcel may not be the correct return address.

For an approved return caused by our error or a qualifying defect, we will provide a prepaid return label or reimburse reasonable standard return postage when a label is unavailable. Express or upgraded return shipping must be agreed with us in advance.

If we exceptionally approve a non-defective return, we will explain any customer-paid return postage and applicable customs charges before you send the item. The original shipping charge is not refundable in such cases unless required by law.

Follow the customs instructions we provide and keep your postage receipt and tracking number. Contact us before paying any unexpected return-related customs or carrier charges.

7. Customer-Supplied Photos, Text and Spelling

You are responsible for checking the photos, names, dates, spelling, capitalization, punctuation, size, color, product option and delivery address submitted with your order.

Where a preview is displayed or provided, approval means that you have checked and accepted the visible customization details.

We do not provide a refund or free reprint for:

  • Spelling, dates, names or other text entered incorrectly by the customer.
  • An incorrect photo or customization option selected by the customer.
  • Cropping, resolution or image-quality problems visible in an approved preview.
  • Low-quality, blurry, dark or unsuitable source images supplied by the customer.

If the finished item does not match the text, photo or customization details you submitted or approved because of an error made by VIPpaw or its production partner, we will provide the remedies described in Section 3.

If you notice a customer-submitted error before production starts, contact us immediately. We will try to correct it, but changes cannot be guaranteed once production processing has begun.

8. Refund Method and Processing Time

Approved refunds are issued to the original payment method.

We normally initiate a refund within 5–10 business days after approval or, where required and permitted by law, after receiving and inspecting the returned item. Any shorter legally required deadline applies.

Your bank or payment provider may need additional time to display the refund.

Refunds are issued in the original transaction currency and for the approved amount received by us. Exchange-rate movements, foreign transaction charges, conversion charges and fees imposed by your bank or payment provider may cause the amount shown in your account to differ from the original converted amount. These third-party differences and fees are not refundable by VIPpaw.

Original expedited shipping charges are not refundable unless the refund results from our error or applicable law requires otherwise.

9. Items Not Normally Eligible

Unless required by applicable law, refunds, replacements and returns are not normally available for:

  • A change of mind after production has started.
  • Customer-selected sizing, color or product options.
  • Customer-submitted spelling or customization errors.
  • Low-quality or unsuitable source photographs.
  • Reasonable color, texture, cropping or positioning variations inherent in custom production.
  • Normal wear, accidental damage, misuse or improper care after delivery.
  • Delivery problems caused by an incorrect or incomplete address provided with the order.

10. Contact

For cancellations, replacements, lost-package claims or refund requests, contact:

Email: support@vippaw.store
Website: https://vippaw.store

Please include your order number in all requests.

Still need help? support@vippaw.store · Back to shop