Refunds, revisions & cancellations
Last updated: 20 October 2026
Every Pawzivra order is personalised and made for you, which affects your cancellation rights. This page explains when you can cancel, what we do when something goes wrong and how to ask for help. Your statutory rights are not affected.
Digital artwork
Why digital orders cannot be cancelled once creation starts
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel an online purchase. For digital content that is not supplied on a physical medium, that right ends once supply begins, provided you gave your express consent for supply to start during the cancellation period and acknowledged that you would lose your right to cancel.
Your artwork is created as soon as you pay, because you have asked us to start straight away. At checkout you tick a box to give that consent and acknowledgement. This means you cannot cancel a digital order, or get a refund for a change of mind, once creation has started.
When we will still put things right
- We cannot create your artwork: if generation fails and we cannot deliver your artwork, for example because of a technical fault, we refund you in full.
- Files not delivered or corrupt: if your download link never arrives or your files will not open, we resend or replace them, and refund you if we cannot.
- Duplicate payment: if you were charged twice for the same order, we refund the duplicate payment.
- Serious defects: if your artwork has a serious fault, such as the wrong animal, a badly broken image or text that differs from what you entered, we fix it, create a replacement or refund you.
Extra versions
Because AI results vary, each order includes extra versions you can request from your order page with "Try another version". The number currently included is 2. If your first image is not quite right, perhaps because the expression or markings are off, another version is usually the quickest fix.
A likeness that is close but not exact is not, on its own, a fault, as explained in our terms. We are still happy to suggest ways to get a better result, such as using a clearer photo. Our guide to choosing a photo can help.
Printed products
Change of mind
Prints, framed prints, canvases and posters are made to order with your personalised artwork. Goods made to your specifications are exempt from the 14-day cancellation right, so we cannot accept returns or give refunds if you change your mind.
Damaged, faulty or misprinted items
If your item arrives damaged, faulty or misprinted, we will reprint it or refund you. Please email hello@pawzivra.com within 14 days of delivery with your order number, a short description of the problem and clear photos of the item and its packaging. Please keep the item and packaging until we have resolved your claim.
The 14-day window helps us raise the problem with our print partner quickly. If you find a fault later, contact us anyway, because your rights under consumer law still apply.
Lost parcels
If tracking has not updated for a long time, or your parcel has not arrived well after the estimated delivery window, contact us. We will look into it with our print partner and the courier. If the parcel is confirmed lost, we will send a replacement or refund you. If the delivery address given at checkout was wrong, we may not be able to replace the item free of charge.
Cancelling a print order
Print orders are held for a short time after payment before they are sent to production. If you want to cancel, email hello@pawzivra.com as soon as possible and we will cancel and refund the print if it has not yet gone into production. Once production has started, we may not be able to cancel it.
How to ask for help
- Email hello@pawzivra.com from the address you used to order, or use our contact form.
- Include your order number and a short description of the problem.
- For printed items, attach photos of the damage or fault and the packaging.
Your order number is in your confirmation email. If you cannot find it, use our order lookup.
How refunds are paid
Refunds go back through PayPal to the account or payment method you used. We aim to process an agreed refund within 14 days. PayPal balance refunds usually appear quickly, but refunds to a card used through PayPal can take several working days to show on your statement, depending on your bank.
Disputes
If something has gone wrong, please contact us before opening a dispute with PayPal or a chargeback with your card provider. Most problems are fixed faster directly, and an open dispute can hold up a refund or replacement while it is reviewed. You remain free to use PayPal's buyer protection or any other remedy available to you.
Your statutory rights
Nothing on this page affects your legal rights. In the UK, the Consumer Rights Act 2015 gives you rights if digital content or goods are faulty, not as described or not fit for purpose. If you live in the US, any rights under your state's law that cannot be waived also continue to apply.