Refund policy

Last updated: [Month DD, YYYY]

We want you and your pet to feel confident about every ClawDance purchase. This policy explains our 21-day return process, refunds, and one-year commercial warranty. Nothing in this policy limits any mandatory consumer rights that apply to you.

21-Day Returns

You may request a return within 21 calendar days after your order is delivered.

To be eligible for a change-of-mind return, the item must be in substantially the same condition in which you received it, unused except for the handling reasonably necessary to inspect it, and returned with all original parts, accessories, manuals, and packaging where reasonably possible. You must also provide your order number or other proof of purchase.

To start a return, contact us at [support email] or use [contact-form URL]. Please do not send an item back before receiving return instructions. If your return is approved, we will provide the return address and any applicable shipping instructions. Unless a different period is required by law, approved items must be sent back within 14 days after we authorize the return.

Returns sent to us without first requesting a return may be delayed or refused where permitted by law.

Items That Cannot Be Returned for Change of Mind

The following items are not eligible for change-of-mind returns where applicable law permits:

  • personalized, customized, or made-to-order products, including custom pet models;

  • gift cards and downloadable or digital products;

  • items marked “final sale” before purchase; and

  • sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken.

These exclusions do not apply when an item is defective, damaged, unsafe, incorrectly supplied, or otherwise covered by mandatory consumer law.

Because personalized products are created to your specifications, production may begin shortly after your order is accepted. Contact us immediately if you need to correct submitted photos, text, or other customization details. We cannot guarantee that changes or cancellations will be possible once production has started.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us promptly at [support email] with your order number and, where reasonably possible, clear photos or video showing the issue and the packaging.

If we confirm the issue, we will provide an appropriate remedy—such as repair, replacement, price reduction, or refund—at no additional cost where required by law. We will also cover reasonable return shipping costs when the return is due to our error or a confirmed defect. A request for photos or prompt notice does not remove rights that cannot legally be waived.

Return Shipping

For an eligible change-of-mind return, you are responsible for the direct cost of return shipping unless we tell you otherwise or applicable law requires us to pay it. We recommend using a tracked shipping service and keeping your shipping receipt until the return is complete.

We pay or reimburse reasonable return shipping costs for confirmed defective, damaged, or incorrect items. Do not send a return cash-on-delivery unless we have agreed to it in writing.

Refunds

After we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method. For our voluntary 21-day return policy, we aim to issue the refund within 10 business days after inspection. Where a shorter or different legal deadline applies, we will follow that deadline.

For ordinary change-of-mind returns, original shipping charges are not refundable unless required by law. Where EU, EEA, or UK withdrawal rights apply, we will also refund the cost of the least expensive standard delivery method offered for the order; any additional cost for express or premium delivery is not refundable.

We do not charge a restocking fee for an eligible return. We may reduce a refund only where permitted by law—for example, to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the product.

Your bank or payment provider may need additional time to post the refund. If more than 15 business days have passed since we confirmed that a refund was issued, contact us at [support email].

Exchanges

The quickest way to receive a different item is to return the original item, if eligible, and place a new order after the return is approved. If an item is defective or incorrectly supplied, contact us first so we can arrange the appropriate remedy.

Order Cancellations

Contact us as soon as possible if you want to cancel an order. We cannot guarantee cancellation after fulfillment or production of a customized item has started. If the order has already shipped, the applicable return rules will apply. Mandatory cancellation and withdrawal rights remain unaffected.

One-Year Limited Commercial Warranty

ClawDance warrants to the original consumer purchaser that eligible ClawDance physical products will be free from defects in materials and workmanship under normal household use for one year from the date of delivery. This is a voluntary commercial warranty provided by [full legal name of warrantor], [warrantor postal address], [warranty email/phone].

This warranty covers confirmed manufacturing defects. It does not cover:

  • normal wear and tear or cosmetic changes that do not affect function;

  • consumable parts or parts expected to diminish over time, unless failure results from a defect;

  • damage caused by accident, misuse, abuse, neglect, improper cleaning or storage, use contrary to instructions, unauthorized modification, or commercial use;

  • damage caused by pets chewing, scratching, knocking over, or otherwise damaging the product, unless the product was specifically represented as resistant to that type of damage; or

  • loss or theft.

To make a warranty claim, contact [warranty email] with your order number, a description of the problem, and reasonable evidence of the defect. Do not return the product until we provide instructions. If a covered defect is confirmed, we will, at our option and to the extent permitted by law, repair the product, replace it with the same or a reasonably equivalent product, or refund the purchase price. We will cover reasonable shipping costs for an approved warranty claim.

Replacement products or repaired products remain covered for the longer of the rest of the original warranty period or 90 days, unless a longer period is required by law.

This commercial warranty gives you specific rights and is in addition to, not instead of, rights provided by applicable consumer law. In particular, consumers in the EU/EEA may have a minimum two-year legal guarantee for goods, and consumers in other countries or U.S. states may have additional statutory or implied warranty rights. We do not exclude or limit those rights where doing so is prohibited.

EU/EEA and UK Right of Withdrawal

If mandatory EU, EEA, or UK distance-selling rules apply to your purchase, you generally have the right to withdraw from the purchase of eligible goods without giving a reason. ClawDance’s 21-day request period is intended to be more generous than the standard 14-day withdrawal period.

You must clearly tell us that you wish to withdraw within 21 days after you, or a person designated by you other than the carrier, receives the goods. You may email [support email] or use the model form below, but use of the form is not required. You must then send eligible goods back within 14 days after telling us of your decision.

We will make any refund required by law, including the eligible standard outbound delivery cost, without undue delay and within the legally required period. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever occurs first, where the law allows. You bear the direct return cost unless the goods are defective, we agreed to pay it, or the law requires otherwise.

The statutory right of withdrawal may not apply to goods made to your specifications or clearly personalized, including custom pet models, or to sealed health or hygiene goods after unsealing. Your rights concerning faulty, damaged, unsafe, or misdescribed goods are not affected.

Model Withdrawal Form — EU/EEA and UK Consumers

Complete and return this form only if you wish to withdraw from an eligible purchase:

To: [full legal entity name, return/withdrawal postal address, email address]

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

[Product name(s)]

Ordered on: [date]
Received on: [date]
Order number: [order number]
Consumer name: [name]
Consumer address: [address]
Consumer signature (only if submitted on paper): [signature]
Date: [date]

Contact

Questions about returns, refunds, or warranty service may be sent to:

ClawDance / [full legal entity name]
Email: [support email]
Postal address: [customer-service postal address]
Phone: [customer-service phone number]