Made for you, so read this first.
Every piece is printed to order rather than pulled from a shelf. That changes how returns work, and it’s fairer to say so plainly before you buy than after.
Summary, not the contract. The binding document is the Refund Policy, which lives on our Shopify store.
If something is wrong with it
If your item arrives defective, misprinted, or damaged in transit, that is on us and we will put it right.
Tell us within 30 days of delivery at support@pawtagonist.com, and include:
- your order number
- clear photographs of the problem, and of the garment tag
Once we've confirmed the fault we'll send a free replacement or refund you in full to your original payment method — your choice. There is no time limit on a genuine manufacturing fault; the 30 days is simply how long we ask you to report it.
Sizing and change of mind
Because each piece is manufactured only once you order it, we can't accept returns or refunds for the wrong size or a change of mind. This is the trade-off for printing on demand: nothing is made until you ask for it, so nothing is made that nobody wants.
It does mean the size chart matters more than usual. Please check the size guide before ordering — and if you're between sizes, write to us and we'll tell you honestly which way to go.
European and UK customers
Under Directive 2011/83/EU the statutory 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Pawtagonist orders are printed to order, and our Refund Policy treats them as falling within that exemption.
Your ordinary legal warranty rights for faulty goods are unaffected by any of this, and your national consumer law may give you rights beyond what's described here.
Starting a claim
Write to us with your order number and what went wrong. We'll reply with the next step. Please don't send anything back before hearing from us — returns go to our production partner, not to us, and an unauthorised parcel may not reach the right place.
Cancelling before it's made
Orders enter automated production routing quickly. If you contact us within an hour or two of ordering we will try to catch it, but we can't guarantee a cancellation or a change of size once the order has entered that queue. Please check your basket carefully at checkout.