Refund policy
Refund & Returns Policy
The Pawfect Moment
Last updated: March 2026
Please read this policy before placing your order. By purchasing from The Pawfect Moment, you confirm you have reviewed your submitted photos and order details and understand that your calendar is produced personally to your specification.
1. Custom Products — Our Position on Returns
All calendars are custom-printed and personalised to your order. Once production begins, we cannot accept returns or issue refunds for:
- Change of mind
- Ordering the wrong quantity
- Disliking the result where the product matches your submitted photos and specification
- Print quality issues caused by low-resolution, blurry, or poorly lit photos you submitted
We will always advise you if your photo may not produce a quality result before we proceed. If you are advised of a photo issue and choose to continue without providing a replacement image, we cannot issue a refund on that basis.
Poor or Unsuitable Submissions: If the final product is affected by a poor-quality submission (e.g., blurry, low-resolution, obstructed, or heavily filtered photos), partial or full store credit may be issued at our discretion. Each case is reviewed individually — please contact us at admin@thepawfectmoment.com with your order number and photos of the issue, and we will work with you to find a fair resolution.
2. United Kingdom
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to cancel does not apply to goods made to a consumer's specification or clearly personalised. Your custom calendar is exempt from this right.
Your rights under the Consumer Rights Act 2015 are fully protected. If your calendar arrives damaged, defective, or materially different from your order, we will offer:
- A free replacement printed to the same specification, or
- A full refund to your original payment method
Notify us within 7 days of delivery at admin@thepawfectmoment.com with your order number and clear photos of the issue and packaging.
3. European Union
Under the EU Consumer Rights Directive (2011/83/EU), the 14-day right of withdrawal does not apply to goods made to a consumer's specification or clearly personalised. Your custom calendar is exempt. This exemption is acknowledged at the point of purchase before your order is confirmed.
Your rights under applicable national consumer law for damaged, defective, or non-conforming goods remain fully protected. We will offer a replacement or full refund for any verified product defect.
Claims must be submitted within 7 days of delivery to admin@thepawfectmoment.com with your order number and photos.
4. Australia
Under the Australian Consumer Law (ACL), you have non-excludable Consumer Guarantees that apply to all goods, including custom and personalised products. We cannot limit or contract out of these rights.
Your Consumer Guarantee rights apply where the product:
- Does not match its description or your specification
- Arrives damaged or defective
- Is not of acceptable quality due to a manufacturing or print error
For a major failure: you may choose a replacement or full refund. For a minor failure: we may repair, replace, or refund at our discretion.
Note: A blanket 'No Refunds' policy is prohibited under ACL. We do not offer change-of-mind refunds on custom goods, but we honour all Consumer Guarantee obligations in full.
Claims within 7 days of delivery to admin@thepawfectmoment.com with order number and photos.
5. United States
There is no federal right of return for online purchases. The FTC's 3-day cooling-off rule applies only to door-to-door sales and does not apply here.
We commit to delivering a product that matches your submitted photos and specification. If your calendar arrives damaged, defective, or materially incorrect, we will remedy this at no cost — replacement or full refund.
This policy is displayed at checkout and referenced in your order confirmation. By placing an order, you acknowledge you have read and accepted these terms. This satisfies disclosure requirements under applicable state laws including California and New York.
Claims within 7 days of delivery to admin@thepawfectmoment.com with order number and photos.
6. Canada
Quebec
The Consumer Protection Act (Quebec) grants a 7-day cancellation right for certain distance contracts. This right does not apply to contracts for goods clearly personalised or made to specification. Your custom calendar is exempt. Your rights for defective or non-conforming goods under Quebec law remain fully protected.
All Other Provinces
Provincial consumer protection legislation provides rights for goods that are defective, not as described, or not fit for purpose. These rights apply to your order. We honour all applicable provincial statutory rights without restriction.
Claims within 7 days of delivery to admin@thepawfectmoment.com with order number and photos.
7. All Other Countries
For all other customers worldwide: if your product arrives damaged, defective, or materially different from what you ordered, we will offer a replacement or refund. We do not offer change-of-mind returns on custom goods regardless of country. Your local statutory rights are not excluded by this policy.
Claims within 7 days of delivery to admin@thepawfectmoment.com.
8. Photo Quality & Print Colour
Your calendar quality is directly tied to the photos you submit. To get the best result:
- Use the highest resolution photo available — minimum 1MB per image recommended
- Submit well-lit, in-focus images — blurry or dark photos will print exactly as they appear
- Avoid heavily filtered or artificially brightened images, as print output may differ from your screen
Screens display in RGB. Printing uses CMYK. Minor colour variation between your screen and the finished print is a normal characteristic of digital printing and does not constitute a defect.
We are not liable for print quality issues resulting from customer-submitted low-resolution or unsuitable images. If your photo does not meet our quality standards, we will notify you before proceeding and ask for a replacement.
Where a product has been produced and the result is noticeably affected by the quality of the submitted photo, we may offer partial or full store credit at our discretion. This applies to all custom products, including calendars, pillows, and other personalised items.
9. Damaged, Defective, or Incorrect Orders
If your order arrives damaged in transit, has a manufacturing defect, or is not what you ordered, contact us right away:
- Email: admin@thepawfectmoment.com
- Subject: Order #[number] — Damaged / Defective / Incorrect
- Include: Order number, description of the issue, photos of the item and outer packaging
All claims must be submitted within 7 days of the delivery date shown on your tracking. We reserve the right to request additional evidence before approving a claim.
If a return is required, we will provide full instructions. Send approved returns to the address printed on your original package. Returns sent without prior approval or to any other address will not be accepted and are not eligible for a refund.
10. Order Cancellations
Cancellations are only accepted within 2 hours of placing your order. Email admin@thepawfectmoment.com immediately with your order number in the subject line.
Once an order has entered production it cannot be cancelled. Our standard policy terms apply from that point.
11. Refund Processing
Approved refunds are processed to your original payment method within 10 business days. Your bank or card provider may take additional time to post the credit.
If 15 business days have passed since refund approval and you have not received it, contact us at admin@thepawfectmoment.com.
12. Items That Cannot Be Returned
The following are not eligible for return or refund, except where required by applicable law:
- Custom calendars that match your submitted order specification
- Orders where quality issues are caused by unsuitable or low-resolution customer-submitted photos
- Digital downloads
- Gift cards
- Sale or discounted items (unless defective)
- Items returned without prior written approval
- Items sent to any address other than the one we specify
13. Chargebacks & Payment Disputes
We ask that you contact us at admin@thepawfectmoment.com before initiating a chargeback or dispute with your bank. We can almost always resolve issues faster than a formal dispute process.
Where a chargeback is filed without prior contact, we reserve the right to submit all order documentation — including your submitted photos, order confirmation, proof of delivery, and this policy — to the relevant card network.
Chargebacks filed on orders that correctly match your approved specification may result in recovery of our costs and restrictions on future orders.
14. Governing Law
This policy is governed by the laws of the State of Florida, United States, without regard to conflict of law principles.
Nothing in this clause removes any statutory rights you hold under the consumer protection laws of your country of residence. Where your local law provides greater protection, your local law applies.
15. Contact Us
For all refund, return, defect, or order enquiries:
We aim to respond to all enquiries within 2 business days. Please include your order number in all correspondence.
This policy was last updated March 2026 and applies to all orders placed from that date. The Pawfect Moment reserves the right to update this policy at any time. Your statutory rights under the applicable law of your country of residence are not affected by any clause in this policy.