Refund policy

SoulPaws Atelier - Return & Refund Policy

Title: Our Bespoke Commitment

At SoulPaws Atelier, every sculpture is a unique "Commissioned Artwork" created specifically for you. Because each piece is a 100% handcrafted tribute to your companion, we maintain a distinct policy for our bespoke services.

1. Cancellation Policy (The 24-Hour Window)

We understand that heart-felt decisions can be complex.

  • Full Refund: You may cancel your order for a full refund within 24 hours of purchase.

  • Partial Refund: After 24 hours but before the sculpting begins, a 25% Artist Retainer Fee will be withheld to cover administrative costs and studio scheduling.

  • No Cancellation: Once the physical crafting process has commenced, orders are final and non-refundable.

2. Our Satisfaction Guarantee (Gallery Approval)

To ensure you feel confident and delighted with your portrait, we provide a careful preview and approval stage before delivery.:

  • Before shipment, you’ll receive high-resolution photos of your finished piece for review.

  • We’ll work with you to refine details where needed, ensuring the likeness reflects your pet as closely as possible.

  • Once you confirm approval, your portrait will proceed to final delivery and is considered complete.

3. Damages and Transit Issues

While we meticulously prepare and secure every commission in our signature protective packaging, we realize transit accidents can happen. 

  • Please inspect your order upon arrival. If the item is damaged during shipping, you must contact us at soulpaws.official@outlook.com within 48 hours of delivery.

  • Please include clear photos of the damaged packaging and the artwork. We will provide a solution, which may include professional restoration instructions or a priority replacement, depending on the severity.

4. EU 14-Day Cooling Off Period (Bespoke Exception)

Under EU consumer protection laws, the "Right of Withdrawal" (14-day cooling-off period) does not apply to goods made to the consumer’s specifications or clearly personalized. As all SoulPaws products are bespoke commissions, they are exempt from this 14-day return right once production has begun.

5. Non-Returnable Items

  • We do not accept returns or offer refunds for "subjective dissatisfaction" (e.g., "I changed my mind" or "I imagined it differently") after you have approved the pre-shipment photos.

  • Sale items and digital gift cards are non-refundable.

6. Contact Us

For any questions regarding your commission, please reach out to our concierge team at soulpaws.official@outlook.com.