CloseByPaw Refund & Return Policy

Last updated: July 29, 2026

At CloseByPaw, we want you to feel confident when creating a meaningful keepsake for your pet. Eligible products may be returned within 30 days of delivery, subject to the conditions outlined below.

30-Day Return Policy

You may request a return within 30 days of the confirmed delivery date.

To remain eligible for a return, the CloseByPaw Paw Print Keepsake Kit must be unused, complete and in new, resalable condition.

The product must not have been:

• used to create a paw impression
• personalised, painted or otherwise altered
• assembled or displayed
• damaged, scratched, stained or broken
• returned with opened or used clay
• returned with opened or used paint pots
• returned without the picture frame, clay, roller, paintbrush, paint pots, packaging or other included components

You may carefully inspect the product after delivery. However, using the clay, paints or other consumable components may make the product ineligible for a standard change-of-mind return, except where mandatory consumer law provides otherwise.

Return Eligibility

To qualify for a return:

• the return request must be submitted within 30 days of the confirmed delivery date
• the kit must be unused, complete and in resalable condition
• the clay and paint pots must be unopened and unused
• the frame must be free from scratches, cracks and other damage
• all original packaging and included components must be returned
• proof of purchase or your CloseByPaw order number must be provided
• the return must be approved by our support team before it is shipped

Items sent back without prior approval may not be accepted or refunded.

How to Start a Return

To request a return, contact us at:

Email: [YOUR SUPPORT EMAIL]

Please include:

• your full name
• your order number
• the reason for the return
• clear photographs of the product
• clear photographs of the packaging
• photographs showing all included components

If the return is approved, we will provide return instructions and the correct return address.

Do not return the product to the sender address shown on the original package unless our support team specifically instructs you to do so.

Return Shipping Costs

For standard returns, including a change of mind or an accidental order, the customer is responsible for return shipping costs, except where applicable law requires otherwise.

CloseByPaw will cover reasonable replacement or return shipping costs when:

• the wrong product was sent
• the product arrived damaged
• an included component was missing
• the product arrived with a manufacturing defect

We recommend using a tracked shipping service.

CloseByPaw is not responsible for return packages that are lost, delayed or damaged while being returned to us.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us within 7 days of delivery if:

• the product arrived damaged
• the wrong product was delivered
• a component is missing
• the frame is cracked or broken
• the clay arrived dried, damaged or unusable
• the paint pots leaked or arrived damaged
• the product has another manufacturing defect

Include your order number and clear photographs or video showing:

• the complete product
• the damaged, defective or missing component
• the external packaging
• the shipping label

Keep all original packaging until your claim has been reviewed.

After reviewing the claim, we may offer a replacement, replacement component, reshipment, store credit or refund, depending on the circumstances and applicable law.

Damage caused after delivery by misuse, improper storage, accidental dropping, incorrect assembly, pets, painting, moisture or other customer handling is not considered a manufacturing defect.

Imperfect Paw Impressions

The clay may be reshaped and reused before it begins to dry.

An imperfect paw impression caused during use does not qualify as a manufacturing defect.

For best results:

• knead and roll the clay evenly
• ensure your pet’s paw is clean and dry
• press the paw gently and evenly
• reshape the clay and try again before it begins to dry if needed
• allow the completed impression to dry fully before painting

Once the clay has been used, shaped, pressed, dried or painted, the kit is considered used and may no longer qualify for a standard return.

This does not affect your rights if the clay or another component was defective when delivered.

Exchanges

We do not currently process direct exchanges.

For the fastest replacement, contact us to arrange the return of an eligible item and place a new order.

A replacement product is not reserved until the new order has been completed or our support team has confirmed a replacement.

Non-Returnable Items

Unless required by applicable law, returns cannot be accepted for:

• clay that has been opened, kneaded, rolled, pressed or dried
• painted or personalised paw impressions
• opened or used paint pots
• used paintbrushes or rollers
• assembled or displayed keepsakes
• scratched, cracked, stained or damaged frames
• products damaged by a pet
• products missing packaging or included components
• gift cards
• products marked as final sale, where permitted by law
• returns requested more than 30 days after delivery
• products purchased from unauthorized third-party sellers

Your mandatory statutory consumer rights remain unaffected.

Order Changes and Cancellations

Orders begin processing shortly after they are placed.

Contact us as quickly as possible if you need to change or cancel an order. We will make a reasonable effort to assist, but changes and cancellations cannot be guaranteed after fulfillment has begun.

Once tracking has been issued or the order has been handed to a shipping partner, the order can no longer be canceled. After delivery, it must follow the standard return process described in this policy.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate delivery address.

Please check the following before placing your order:

• recipient’s full name
• street and building number
• apartment or unit number
• city
• state, province or region
• postal or ZIP code
• country
• email address
• telephone number, where requested

Orders returned because of:

• an incorrect or incomplete address
• refusal of delivery
• failure to collect the parcel
• an inaccessible delivery location
• unsuccessful delivery attempts caused by the recipient

may be refunded only after the parcel has been returned and inspected.

Original shipping costs, return-to-sender charges and carrier fees may be deducted from the refund where permitted by law.

Refund Processing

Once your return is received, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow up to 10 business days for us to inspect the return and process an approved refund.

Your bank, card provider, PayPal or other payment service may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at:

[YOUR SUPPORT EMAIL]

Partial Refunds

A partial refund may be issued where permitted by applicable law if:

• the product is returned with missing components
• the original packaging is missing or significantly damaged
• the frame has been scratched or damaged
• consumable components have been opened
• the product has been handled beyond what is reasonably necessary to inspect it
• the product is no longer in its original condition

The amount deducted will depend on the reduction in the product’s value and the circumstances of the return.

Shipping Charges, Duties and Taxes

Original shipping charges, expedited shipping fees, shipping protection fees, customs duties, import taxes and similar charges are generally non-refundable, except when:

• the return results from our error
• the product was defective
• applicable law requires a refund

Customers are responsible for return customs declarations and any return duties that apply to international returns, except where applicable law requires otherwise.

European Union and United Kingdom Customers

Where mandatory consumer law applies, eligible customers may have a legal right to cancel an online purchase within 14 days of receiving it.

After notifying us of the cancellation, the product must be returned within the period required by applicable law.

Customers may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and condition.

If the clay, paint or other components have been used, opened, personalised or handled beyond what is reasonably necessary for inspection, we may apply a reduction for diminished value where permitted by law.

Separate rules may apply to products that have been personalised, altered or fully used.

Nothing in this policy limits consumer rights that cannot legally be excluded.

Product Use and Pet Safety

CloseByPaw is a craft keepsake product intended to create an impression of a pet’s paw.

When using the kit:

• supervise your pet throughout the process
• keep paint and small

CloseByPaw Refund & Return Policy

Last updated: July 29, 2026

At CloseByPaw, we want you to feel confident when creating a meaningful keepsake for your pet. Eligible products may be returned within 30 days of delivery, subject to the conditions outlined below.

30-Day Return Policy

You may request a return within 30 days of the confirmed delivery date.

To remain eligible for a return, the CloseByPaw Paw Print Keepsake Kit must be unused, complete, and in new, resalable condition.

The product must not have been:

• used to create a paw impression
• personalised, painted, or otherwise altered
• assembled or displayed
• damaged, scratched, stained, or broken
• returned with opened or used clay
• returned with opened or used paint pots
• returned without the picture frame, clay, roller, paintbrush, paint pots, packaging, or other included components

You may carefully inspect the product after delivery. However, using the clay, paints, or other consumable components may make the product ineligible for a standard change-of-mind return, except where mandatory consumer law provides otherwise.

Return Eligibility

To qualify for a return:

• the return request must be submitted within 30 days of the confirmed delivery date
• the kit must be unused, complete, and in resalable condition
• the clay and paint pots must be unopened and unused
• the frame must be free from scratches, cracks, and other damage
• all original packaging and included components must be returned
• proof of purchase or your CloseByPaw order number must be provided
• the return must be approved by our support team before it is shipped

Items sent back without prior approval may not be accepted or refunded.

How to Start a Return

To request a return, contact us at:

Email: closebypaw@gmail.com

Please include:

• your full name
• your order number
• the reason for the return
• clear photographs of the product
• clear photographs of the packaging
• photographs showing all included components

If the return is approved, we will provide return instructions and the correct return address.

Do not return the product to the sender address shown on the original package unless our support team specifically instructs you to do so.

Return Shipping Costs

For standard returns, including a change of mind or an accidental order, the customer is responsible for return shipping costs, except where applicable law requires otherwise.

CloseByPaw will cover reasonable replacement or return shipping costs when:

• the wrong product was sent
• the product arrived damaged
• an included component was missing
• the product arrived with a manufacturing defect

We recommend using a tracked shipping service.

CloseByPaw is not responsible for return packages that are lost, delayed, or damaged while being returned to us.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us within 7 days of delivery if:

• the product arrived damaged
• the wrong product was delivered
• a component is missing
• the frame is cracked or broken
• the clay arrived dried, damaged, or unusable
• the paint pots leaked or arrived damaged
• the product has another manufacturing defect

Include your order number and clear photographs or video showing:

• the complete product
• the damaged, defective, or missing component
• the external packaging
• the shipping label

Keep all original packaging until your claim has been reviewed.

After reviewing the claim, we may offer a replacement, replacement component, reshipment, store credit, or refund, depending on the circumstances and applicable law.

Damage caused after delivery by misuse, improper storage, accidental dropping, incorrect assembly, pets, painting, moisture, or other customer handling is not considered a manufacturing defect.

Imperfect Paw Impressions

The clay may be reshaped and reused before it begins to dry.

An imperfect paw impression caused during use does not qualify as a manufacturing defect.

For best results:

• knead and roll the clay evenly
• ensure your pet’s paw is clean and dry
• press the paw gently and evenly
• reshape the clay and try again before it begins to dry if needed
• allow the completed impression to dry fully before painting

Once the clay has been used, shaped, pressed, dried, or painted, the kit is considered used and may no longer qualify for a standard return.

This does not affect your rights if the clay or another component was defective when delivered.

Exchanges

We do not currently process direct exchanges.

For the fastest replacement, contact us to arrange the return of an eligible item and place a new order.

A replacement product is not reserved until the new order has been completed or our support team has confirmed a replacement.

Non-Returnable Items

Unless required by applicable law, returns cannot be accepted for:

• clay that has been opened, kneaded, rolled, pressed, or dried
• painted or personalised paw impressions
• opened or used paint pots
• used paintbrushes or rollers
• assembled or displayed keepsakes
• scratched, cracked, stained, or damaged frames
• products damaged by a pet
• products missing packaging or included components
• gift cards
• products marked as final sale, where permitted by law
• returns requested more than 30 days after delivery
• products purchased from unauthorized third-party sellers

Your mandatory statutory consumer rights remain unaffected.

Order Changes and Cancellations

Orders begin processing shortly after they are placed.

Contact us as quickly as possible at closebypaw@gmail.com if you need to change or cancel an order. We will make a reasonable effort to assist, but changes and cancellations cannot be guaranteed after fulfillment has begun.

Once tracking has been issued or the order has been handed to a shipping partner, the order can no longer be canceled. After delivery, it must follow the standard return process described in this policy.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate delivery address.

Please check the following before placing your order:

• recipient’s full name
• street and building number
• apartment or unit number
• city
• state, province, or region
• postal or ZIP code
• country
• email address
• telephone number, where requested

Orders returned because of:

• an incorrect or incomplete address
• refusal of delivery
• failure to collect the parcel
• an inaccessible delivery location
• unsuccessful delivery attempts caused by the recipient

may be refunded only after the parcel has been returned and inspected.

Original shipping costs, return-to-sender charges, and carrier fees may be deducted from the refund where permitted by law.

Refund Processing

Once your return is received, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow up to 10 business days for us to inspect the return and process an approved refund.

Your bank, card provider, PayPal, or other payment service may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at:

closebypaw@gmail.com

Partial Refunds

A partial refund may be issued where permitted by applicable law if:

• the product is returned with missing components
• the original packaging is missing or significantly damaged
• the frame has been scratched or damaged
• consumable components have been opened
• the product has been handled beyond what is reasonably necessary to inspect it
• the product is no longer in its original condition

The amount deducted will depend on the reduction in the product’s value and the circumstances of the return.

Shipping Charges, Duties, and Taxes

Original shipping charges, expedited shipping fees, shipping protection fees, customs duties, import taxes, and similar charges are generally non-refundable, except when:

• the return results from our error
• the product was defective
• applicable law requires a refund

Customers are responsible for return customs declarations and any return duties that apply to international returns, except where applicable law requires otherwise.

European Union and United Kingdom Customers

Where mandatory consumer law applies, eligible customers may have a legal right to cancel an online purchase within 14 days of receiving it.

After notifying us of the cancellation, the product must be returned within the period required by applicable law.

Customers may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, and condition.

If the clay, paint, or other components have been used, opened, personalised, or handled beyond what is reasonably necessary for inspection, we may apply a reduction for diminished value where permitted by law.

Separate rules may apply to products that have been personalised, altered, or fully used.

Nothing in this policy limits consumer rights that cannot legally be excluded.

Product Use and Pet Safety

CloseByPaw is a craft keepsake product intended to create a decorative paw impression.

Always supervise your pet while creating the impression.

To help ensure safe use:

• keep clay, paint, brushes, packaging, and small components away from pets when not in use
• do not allow your pet to eat or chew the clay, paint, or other components
• clean and dry your pet’s paw before and after creating the impression
• avoid using the product on injured, irritated, or sensitive paws
• stop immediately if your pet shows signs of stress or discomfort
• allow the finished impression to dry fully in a location that your pet cannot reach
• use the product only as intended and according to the included instructions

CloseByPaw products are decorative keepsakes and are not toys, food products, veterinary products, or products intended for unsupervised use by pets or children.

Damage caused by chewing, scratching, misuse, incorrect storage, moisture, or failure to follow the instructions is not covered as a manufacturing defect.

Contact Us

For questions about returns, refunds, damaged orders, or this policy, contact:

CloseByPaw Customer Support
Email: closebypaw@gmail.com
Website: closebypaw.com