Return Policy

At DokkaPawtrait™, each item is custom-made based on the photo and personalisation details you provide. Due to the highly personalised nature of our embroidered garments, we kindly ask you to review the following policy carefully before placing your order.
 This policy is aligned with the Australian Consumer Law (ACL) and does not limit your statutory rights.
 In accordance with the Australian Consumer Law, if a product has minor issues (such as slight manufacturing errors, creases in the packaging, or individual embroidery deviations that do not affect use), we can provide a one-time replacement service or issue store credit of equal value for you to use on your next purchase. Cash refunds are not available in such cases. We appreciate your understanding. We are committed to providing a satisfactory service experience while legally protecting the rationality and creative value of customised products.

General Terms

All items are individually handcrafted based on your photo submission. As such, returns or refunds are not accepted for the following reasons:

• Change of mind
• Incorrect sizing chosen by the customer
• Spelling or text errors submitted at checkout
• Dissatisfaction with artistic interpretation (embroidery is not a photographic reproduction)
• Low-quality or obstructed photos provided by the customer

Eligible Return & Refund Cases

We accept return or refund requests within 3 days of delivery for the following issues:

• The embroidery is significantly different from the uploaded photo
• The design is applied to the wrong garment, size, or colour
• There is a clear production fault, such as missing stitching, misplacement, or visible defects
• The product received is intended for another customer

Photo Responsibility

Your embroidery is created based on the exact image you upload. We do not retouch, reposition, or alter your pet’s appearance. To ensure the best result:

• Upload a high-resolution image
• Ensure the photo is well-lit, with the pet’s full face visible and unobstructed
• Avoid blurry, backlit, overexposed, cropped, or filtered photos
   We cannot offer refunds or redos due to poor photo quality. If unsure, please review our [Photo Guide] before ordering.

Return Request Process

If your item qualifies for a return, please contact us within 3 days of delivery with the following:

• Your order number
• Clear photos showing the issue
• A brief description of the problem

Resolution Options

Once your request is reviewed and approved, we may offer one of the following:

• Free replacement
• Store credit of equivalent value
• Partial refund (if the product is still usable)
• Full refund (only for severe faults or incorrect items)

What Is Not Considered a Defect

Please note, the following are not considered faults and are not eligible for refund:

• Minor differences in thread colour, direction, or artistic details
• Small sizing variations (±1–2 cm)
• Natural variation due to handmade embroidery techniques
• Delivery delays caused by couriers, customs, or public holidays
• Improper washing or man-made damage

Scope

This policy covers all custom apparel purchased from DokkaPawtrait’s official channels (including print, embroidery, made-to-measure, monogram/number/logo personalisation).

Made-to-Order

All items are made-to-order. Upon order confirmation, design and production preparation commence immediately (patterning/layout, colour approvals, material allocation).

Artwork & Approvals

We produce to your submitted inputs (measurements, artwork files, colour/process choices). If a proof is provided, please approve within the stated timeframe. If your files/data clearly fail requirements (e.g., low resolution, beyond printable/embroiderable area), we may require a replacement or written confirmation to proceed. Outcome limitations following informed consent are generally not treated as faults.

Reporting & Assessment

Contact dokkapawtrait@gmail.com as soon as you notice an issue with your order number, clear photos/videos, and a brief description. We may require the original item to be returned for assessment (instructions/labels provided). Assessment may include visual inspection, comparison with order/photo files, process logs, and batch checks.

Shipping & Costs

If a return is required, we will provide instructions and labels. Where the ACL applies, we will cover or reimburse reasonable return shipping as required by law. For non-ACL goodwill cases (e.g., preference-based requests), shipping may be at the customer’s expense.

Care & Use

Follow the care label and product page: gentle cold wash, inside-out in a laundry bag, avoid high-heat tumble dry and abrasion, separate dark/light colours. Pilling, snags, fading, or distortion from improper care/use are not faults.

Other Terms

• We may offer a one-time goodwill solution for repeat or avoidable issues; we reserve the right to decline non-ACL requests where abuse/fraud is suspected.
• Colour display differences (device/screen/lighting) are referenced against the physical product.
• To the extent permitted by law and without limiting ACL rights, we are not liable for indirect or consequential loss, unless required by law.

Cancellation Policy

As each item is custom-made, cancellation requests will be assessed based on production stage:

• Within 24 hours of order: 80% refund
• Within 3 business days: 50% refund
• After 3 business days: Not eligible for cancellation
   To cancel, please contact us as soon as possible at dokkapawtrait@gmail.com.

Final Note

We sincerely appreciate your support for handcrafted, personalised products. By placing your order with DokkaPawtrait™, you acknowledge and accept this return policy. If you have any concerns