Return and Refund
Scope
This policy applies to orders for Happy Paws digital products, including vertical personalized videos based on scenarios offered on our website.
Nature of the product
Each product is a video created from the photos and information you provide. This is personalized digital content and cannot be returned.
When refunds are accepted
We only consider refunds in the following cases:
- We delivered the wrong file or the wrong scenario compared with the order
- The file has a technical error and cannot be opened after you have tried our troubleshooting steps
- Duplicate payment or unintended repeat charge
- The order has not been started and you request a cancellation
Note: For wrong files or technical errors, we will first attempt to correct the issue and resend the correct file. If we cannot resolve it, a refund will be issued.
Cases not eligible for refund
- The product was created correctly based on the photos and information you supplied
- Subjective reasons such as change of mind, no longer needed, wrong photo choice, or incorrect information provided by you
- Requests for changes beyond the customization fields defined for the scenario
- You received the file on time and it works as intended
Edits instead of refunds
For feedback on spelling, names, dates, photo order, or basic color adjustments, we offer edits within the scenario’s allowed scope. Please submit your request within 72 hours of receiving the file for faster handling.
How to request a refund
1. Email our support team with your order number, the purchasing email address, and a brief description of the issue with screenshots if available
2. We will verify the order status and respond with the next steps
3. If the request is approved, the refund will be issued to the original payment method
Processing time
Refund review and processing usually take 5 to 10 business days, depending on the payment processor.
Discount codes and store credit
Used discount codes are not refundable in cash.
If a refund is approved for an order that used a discount code, the refund amount will be based on the actual amount paid.
In some cases you may choose to receive store credit for future purchases.
Payment disputes with PayPal or card processors
If you or anyone on your behalf opens or commences any PayPal dispute, credit card processor dispute, or similar dispute in relation to the payment of the fee, you agree to close or withdraw such dispute within 24 hours of us, PayPal, or any other relevant provider receiving evidence that we have delivered the product to you.
If you do not close or withdraw the dispute, you authorize and direct the payment provider to close or withdraw the dispute upon receipt of these terms and conditions from us together with evidence of delivery of the product to you. You agree to indemnify us for any loss or damage suffered as a result of your failure to comply with this clause.
You are entitled to the number of revisions stated on the website for the product you purchased.