Refund Policy

Before production starts

Until we have begun production of your piece, you may cancel the Commission for any reason and receive a full refund of the amount paid.

If you wish to cancel, write to info@pawrest.eu as soon as possible. We will confirm in writing whether production has started and, if not, process your refund within fourteen days.

After production has started — personalised goods

Each PAWREST is made to your specifications and personalised with your dog's name. Under Article 16(c) of EU Directive 2011/83/EU, the 14-day right of withdrawal does not apply to personalised goods once production has started.

This means that once we have begun making your piece, the Commission cannot be cancelled for a change of mind, and we cannot offer a refund.

Refunds remain available if the piece arrives damaged or with a manufacturing defect — see below.

Damaged in transit

If your piece arrives with visible damage to the packaging or the sculpture itself, write to info@pawrest.eu within 48 hours of delivery with:

• —Photographs of the outer packaging, including any visible damage
• —Photographs of the sculpture, showing the damage clearly
• —Your order reference

We will arrange one of the following, at your choice:

• —A replacement piece, produced and shipped at no further cost
• —A full refund, paid within fourteen days of agreement

Manufacturing defects

If you discover a manufacturing defect — something we made incorrectly, rather than damage in transit — write to info@pawrest.eu within fourteen days of delivery with photographs and a description.

We will assess the issue and, if confirmed, offer a replacement or refund on the same terms as transit damage.

How refunds are paid

Refunds are paid by the same method as the original payment, unless you and we agree otherwise in writing. We will issue the refund within fourteen days of confirming entitlement.

Where a replacement is provided, you keep the original payment and we produce and ship the replacement at our own cost.

What is not refundable

We do not refund Commissions for the following reasons:

• —A change of mind after production has started, as explained above
• —Variations in colour, finish, or appearance that fall within the natural range of the chosen material — we will describe this range during confirmation
• —Damage caused after delivery, including dropping, exposure to extreme heat, or misuse
• —Delays caused by force majeure, as defined in our Terms & Conditions

Your statutory rights

This Refund Policy does not affect your rights as a consumer under Estonian or EU law. If a Commission falls short of the legal standards of conformity, you have the rights set out in the Estonian Law of Obligations Act and EU consumer protection law.

Contact

Write to info@pawrest.eu with any question about a refund, replacement, or damaged piece. We aim to reply within two working days.