Refund policy

Returns & Refund Policy

Last updated: June 2026

Our promise

Every Fondpaw product is made with care from the photo you provide. If something goes wrong on our end - a printing error, a damaged item, something that doesn't match what you ordered - we will make it right. No arguments. No hoops to jump through. Just contact us and we'll fix it.

What we cover - faulty, damaged, or misprinted items

If your item arrives damaged in transit, misprinted (colours significantly off, image cut incorrectly, wrong product sent), or materially different from the preview you approved before production, we will offer you a full replacement or a full refund at no cost to you. You do not need to return the damaged item.

To make a claim, please email support@fondpaw.com within 14 days of delivery with your order number, a clear photo of the item showing the issue, and a brief description of the problem. We'll assess your claim within 2-3 business days and arrange a replacement or refund from there.

This guarantee applies to all Fondpaw customers regardless of where you live and is consistent with our obligations as a retailer under the Australian Consumer Law (ACL) and general consumer protection principles.

Change of mind

Because every Fondpaw product is personalised and made specifically from your photo, we are unable to accept returns or offer refunds simply because you've changed your mind or no longer want the item. This is standard and lawful for custom-made goods under Australian Consumer Law. If you're unsure about a product before ordering, please reach out to support@fondpaw.com and we're happy to answer questions before you commit.

Photo quality and print results

The quality of your portrait depends directly on the quality of the photo you submit. We print what we receive - we do not enhance, edit, or retouch photos unless you specifically request it (contact us before ordering if you need help with a photo).

Photo guidelines for best results: minimum resolution 500x500 pixels (higher is always better); recommended 1500x1500 pixels or above; format JPG or PNG; well-lit with no heavy shadows across the pet's face; sharp and in focus (blurry photos will print blurry); one pet per product for the best portrait; avoid heavy filters, extreme cropping, and heavily compressed social-media screenshots.

If a low-resolution or unclear photo produces a print that is consistent with the photo submitted, this does not qualify as a fault under our returns policy. If you are unsure whether your photo will print well, email it to support@fondpaw.com before ordering and we'll give you an honest assessment.

Order cancellations

You may cancel your order within 24 hours of purchase for a full refund. After 24 hours, your order may already be in production and we are unable to cancel it. Please contact support@fondpaw.com as quickly as possible if you need to cancel.

Refund processing

Approved refunds are returned to your original payment method within 5-10 business days, depending on your bank or card provider. We do not charge any fees for refunds on faulty items.

Contact us

For any returns, refund, or product quality concerns email support@fondpaw.com. Please include your order number and photos of the issue where relevant.